Business Support Representative

ektello is partnering with a leader in cancer research and treatment to find Tier 1 support representatives for employee inquiries received via multiple sources (telephone, e-mail, direct interaction, etc.), providing a high level of customer service to employees focused on First Touch Resolution.<br /><br />This is a 6-month, remote, W2 contract to start and will include PTO and medical benefit options. The work hours are 37.5 hours per week.<br /><br /><strong>Job Responsibilities<br /><br /></strong><ul><li>Support transactions, user inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM platform.</li><li>Provide timely and accurate support through calls, service requests, and case management processes.</li><li>Partner with stakeholders across HR, Finance, IT, Supply Chain, Research and other business functions to troubleshoot issues and support business processes.</li><li>Assist with system adoption, process improvements, and end-user support activities to ensure successful ERP and HCM operations.</li><li>Respond to inquiries and provide Tier I support of basic to moderate complexity inquiries submitted to Resource Center-to include general inquiries, feedback, or notification of incidents using call scripts and knowledge base to provide appropriate responses.</li><li>Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in the use of direct access tools and the HR knowledge base.</li><li>Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.<br /><br /></li></ul>