HCM Support Analyst

AspireHR; Dallas (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

AspireHR in Dallas, TX is expanding its AMS & BPO team to support clients and their employees with frontline help on HCM cloud technologies. The Service Desk Technician will work from the office in Dallas, collaborating with experienced IT and HR professionals worldwide.

You\'ll handle support requests, troubleshoot Time & Attendance, Onboarding, Payroll, and Policy questions, delivering excellent customer service and ensuring SLA-aligned resolutions.

Qualifications

• Experience in customer service or help desk is preferred.
• Strong communication and problem-solving skills.
• Ability to work with IT and HR systems.

Responsibilities

• Handle incoming phone and email customer support requests
• Troubleshoot HCM and related IT and HR systems (Time and Attendance, Onboarding, Payroll, Policy guidance)
• Provide comprehensive solutions with exceptional customer service and client engagement
• Assist onboarding of client new hires via system navigation and policy questions
• Ensure efficient coordination and resolution of support requests in line with SLAs
• Proactively communicate support status to clients
• Escalate or engage additional resources to resolve requests
• Collaborate with a team of IT and HR professionals
• Serve as frontline representative for the IT service desk
• Document client interactions and troubleshooting steps in the ITSM tool
• Contribute to development and documentation of support solutions for knowledge base

Job description

Founded in 1998, AspireHR is a woman owned US-based SAP HR and SAP SuccessFactors Gold Partner, working with HR organizations across North America to successfully implement best-in-class HCXM (Human Capital Experience Management) solutions. AspireHR is a purpose driven company that provides a wide range of services and software solutions for both the implementation and maintenance of HXM systems that includes our own proprietary software as well as long-term managed service agreements. The AspireHR team has built an impressive roster of clients by combining a cost-effective implementation strategy, an innovative mix of HCXM technologies and excellent customer service. Our focus is Employees First. We are careful to select people for our team that have demonstrated excellence through their skills, character and background. AspireHR invests in our people and capabilities to differentiate us from competitors.

For more information, please visit www.aspirehr.com.

Scope and Responsibilities

We are expanding our team to add a dynamic Service Desk Technician to provide our clients and their employees with front line help while creating an incredible customer service experience. This person must be located in DFW and able to come into the office in Dallas. In this role, you will be providing support services for clients, product engineers, delivery consultants, and executives. You’ll have the opportunity to work directly with deeply experienced technology and HR professionals along with engaging with clients based around the world!

As a member within the AMS & BPO Team, you’ll work with the HCM cloud technologies and grow your skill set as you collaborate to help build and grow our AMS & BPO practice.

Specific Responsibilities

Your day-to-day activities will include support of AspireHR clients, employees, and contractors.

• Handle incoming phone and email customer support requests
• Troubleshoot HCM and related IT and HR systems. Examples include but are not limited to:
  • Time and Attendance
  • Onboarding
  • Payroll
  • Policy Assistance
• Provide comprehensive solutions with exceptional customer service and client engagement
• Provide general process guidance and payroll assistance related to the Client’s policies
• Assist the onboarding of client new hires thru system navigation and policy questions
• Ensure efficient coordination, prioritization and resolution of support requests in compliance with SLAs
• Proactively communicates support status to client
• Escalate or engage additional resources to resolve support requests as needed
• Learn from and working with an amazing team of brilliant people
• Be a frontline representative for our IT service desk organization and the first person the company relies on for help
• Document all client interactions and troubleshooting measures taken into the ITSM tool of record
• Assist in the development and documentation of support solutions for input into our knowledge management system