Customer Support

TEKsystems; New York (NY); Hybrid; USD 19,000 - 32,000; Full time

Job summary

TEKsystems in New York, NY is seeking a Resource Center Representative to provide Tier 1 support for a major Workday ERP implementation. The role focuses on delivering exceptional customer service via phone, email and chat, with first-contact resolution and strong case management.

Remote for initial months, then on-site/hybrid during go-live and hypercare, with a Monday–Friday schedule and occasional weekend shifts around go-live dates.

Qualifications

• Ability to troubleshoot and learn quickly in a fast-paced ERP go-live environment.
• Strong phone, email, and chat communication with empathy.
• Ownership of employee inquiries from start to resolution.
• Excellent multi-tasking and prioritization during high-volume support.

Responsibilities

• Provide Tier 1 support for employee inquiries via phone, email, chat.
• Use knowledge articles and guides to resolve issues.
• Escalate complex issues and ensure follow-through.
• Support Workday ERP transactions and end-user processes.
• Collaborate with HR, Finance, IT and other teams to resolve issues.
• Document inquiries and maintain case documentation.

Skills

Adaptable

Customer-focused

Accountable

Organized

Job description

What We're Looking For

• Adaptable and resourceful: Comfortable working in a fast-paced, evolving environment supporting a major Workday ERP implementation. While the primary focus will be serving as a Resource Center Representative, candidates must be flexible and willing to take on additional responsibilities as business and project needs change. The ideal candidate can learn quickly, troubleshoot unfamiliar issues, and adapt to evolving processes and information.
• Customer-focused communicators: Demonstrate excellent phone, email, and chat communication skills, with the professionalism, patience, and empathy needed to support a diverse employee population, including clinical, research, and administrative staff.
• Accountable and solution-oriented: Take ownership of employee inquiries from initial contact through resolution. Able to follow up with support teams, advocate for employees, and drive cases to completion.
• Highly organized and able to prioritize: Comfortable managing multiple cases and shifting priorities in a high-volume support environment during ERP go-live and hypercare periods.

We Are Seeking Candidates Who Are

• Adaptable and resourceful: Comfortable working in a fast-paced, evolving environment supporting a major Workday ERP implementation. While the primary focus will be serving as a Resource Center Representative, candidates must be flexible and willing to take on additional responsibilities as business and project needs change. The ideal candidate can learn quickly, troubleshoot unfamiliar issues, and adapt to evolving processes and information.
• Customer-focused communicators: Demonstrate excellent phone, email, and chat communication skills, with the professionalism, patience, and empathy needed to support a diverse employee population, including clinical, research, and administrative staff.
• Accountable and solution-oriented: Take ownership of employee inquiries from initial contact through resolution. Able to follow up with support teams, advocate for employees, and drive cases to completion.
• Highly organized and able to prioritize: Comfortable managing multiple cases and shifting priorities in a high-volume support environment during ERP go-live and hypercare periods.

Strongly Preferred

• Previous experience with Workday and/or ServiceNow
• Experience supporting Workday Finance and/or Supply Chain functions

Schedule & Availability

Candidates Must Be Available To

• Work on December 31 (New Year's Eve) and January 1 (New Year's Day) during the ERP go-live.
• Work weekends on January 2-3 and January 9-10.
• Maintain a standard Monday-Friday schedule outside of these required go-live dates.

Candidates Must Also Be Available To Work Either

• 8:00 AM - 4:0 PM, or
• 11:00 AM - 7:00 PM

Work Arrangement

• November-December: Remote
• January-February: 100% onsite during go-live and hypercare support
• March onward: Expected to transition back to a remote or hybrid model

This position should be considered hybrid, and candidates must be flexible to work onsite as business needs require.

Job Summary

The Resource Center Representative provides Tier 1 support for employee inquiries received through phone, email, chat, and other channels. This role delivers exceptional customer service with a focus on first-contact resolution, case management, issue identification, problem resolution, and appropriate escalation to Tier 2 support when needed. The position will also support the Workday ERP implementation and ongoing Workday operations.

Key Responsibilities

Tier 1 Employee Support

• Respond to employee inquiries of basic to moderate complexity through multiple support channels.
• Utilize knowledge articles, call guides, and established procedures to resolve issues.
• Educate employees on self-service tools and available resources.
• Document inquiries, troubleshoot issues, and track case activity within ticketing systems.
• Escalate complex issues appropriately and follow through to resolution.
• Conduct outbound follow-up communications as needed.
• Deliver a high level of customer service while maintaining response time and quality standards.

Workday & ERP Support

• Support transactions, employee inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM environment.
• Assist users with Workday Finance, Supply Chain, HR, Payroll, Benefits, Recruiting, Compensation, Performance Management, and Employee/Manager Self-Service processes.
• Partner with HR, Finance, IT, Supply Chain, Research, and other business teams to resolve issues and support business operations.
• Assist with system adoption efforts, process improvements, and end-user support activities.

HR Operations & Transaction Support

• Perform day-to-day operational support for HR processes and applications.
• Process Workday transactions and provide concierge-level support when necessary.
• Complete tasks in accordance with standard operating procedures and data quality standards.
• Collaborate with HR Business Partners and managers to resolve low-complexity issues.
• Provide regular status updates and maintain accurate case documentation.

Job Type & Location

This is a Contract position based out of New York, NY.

Pay And Benefits

The pay range for this position is $18.00 - $23.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in New York,NY. Application Deadline This position is anticipated to close on Oct 7, 2026.

About TEKsystems

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems And TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands‑on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI)

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.