Hybrid HR Help Desk Specialist - AI-Driven Support

TAD PGS, Inc.; Irving (TX); Hybrid; USD 60,000 - 75,000; Full time

Job summary

TAD PGS, Inc. in Irving, TX is seeking a mid/senior Call Center Services Representative to provide Tier 1 HR Help Desk support across phone, chat, and email channels.

You will be the primary contact for employees, managers, HR partners, and external stakeholders, delivering timely resolutions to HR, payroll, and lifecycle inquiries. The role emphasizes troubleshooting with AI-assisted tools and requires 5+ years of call center experience with AI/automation exposure.

Qualifications

• US citizenship is required.
• Experience in an HR shared services or call center environment.
• Proficiency with AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions.
• Utilization of case-management or ticketing systems in a high-volume support environment.
• Advanced Microsoft Office skills (Excel, Word, PowerPoint).
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent verbal and written communication across all organizational levels.
• Demonstrated ability to manage sensitive or difficult situations with professionalism and discretion.

Responsibilities

• Deliver timely, accurate, and high-quality support for HR-related inquiries using knowledge-based resources and AI-assisted tools while meeting SLAs.
• Conduct thorough troubleshooting and document actions in the case management system, ensuring SLA compliance.
• Manage difficult interactions with professionalism and maintain stakeholder satisfaction.
• Escalate complex issues appropriately while minimizing unnecessary escalations.
• Execute back-office HR tasks in accordance with company policies (verifications, document management, PTO, W 4 updates, accommodations).
• Maintain compliance with data privacy standards and regulatory requirements related to employee information.
• Participate in process-improvement initiatives, leveraging bots and AI to streamline workflows.
• Collaborate with internal stakeholders and cross-functional teams to improve service delivery.
• Participate in continuous improvement initiatives using AI-driven chatbots, voice assistants, and RPA.

Skills

HR Help Desk

Call center experience

AI-driven chatbots

Case management

Verbal and written communication

Analytical skills

Microsoft Office

Education

High school diploma or equivalent

Bachelor's degree + 5 years experience

Tools

Service Now

Workday

Job description

TAD PGS, Inc. in Irving, TX is seeking a mid/senior Call Center Services Representative to provide Tier 1 HR Help Desk support across phone, chat, and email channels.

You will be the primary contact for employees, managers, HR partners, and external stakeholders, delivering timely resolutions to HR, payroll, and lifecycle inquiries. The role emphasizes troubleshooting with AI-assisted tools and requires 5+ years of call center experience with AI/automation exposure.