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. <p></p> 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. <p></p><b> Job Responsibilities <p></p></b><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. <p></p></li></ul>