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.

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.

Job Responsibilities

• Support transactions, user inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM platform.
• Provide timely and accurate support through calls, service requests, and case management processes.
• Partner with stakeholders across HR, Finance, IT, Supply Chain, Research and other business functions to troubleshoot issues and support business processes.
• Assist with system adoption, process improvements, and end-user support activities to ensure successful ERP and HCM operations.
• 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.
• 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.
• Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.