Problem Resolution Associate

Job Description

Join us on a journey of endless possibilities

At Strada, possibility isn't just a promise - it's the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you'll build a fulfilling future - working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology - helping organizations grow and enabling workforces to perform at their best.

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Position Summary

The Problem Resolution Associate - Customer Care serves as the initial point of contact for Human Resources Outsourcing (HRO) customers. This role handles inbound and outbound customer interactions to resolve routine to moderately complex inquiries and service requests while ensuring first-contact resolution and a positive customer experience.
Core Responsibilities

• Answer and greet customer calls professionally and courteously.
• Listen to customer concerns and demonstrate empathy.
• Clarify customer needs and resolve issues at first contact when possible.
• Document interactions accurately in customer systems.
• Collaborate with internal teams and escalate issues appropriately.
• Maintain working knowledge across service towers.

Minimum Requirements

• High School Diploma or GED
• No prior experience required
• Strong communication and customer service skills
• Ability to work in a structured, performance-based environment

Working Conditions

Office-based environment with routine computer and phone use. Occasional after-hours or weekend work may be required.
Physical Demands

Frequent sitting and use of office equipment. Occasional lifting up to 20 pounds.
Core Competencies

Communication Skills

• Active Listening: Ability to listen carefully to customers, understanding their issues and concerns.
• Clear and Concise Speech: Using clear language to explain solutions and instructions.
• Written Communication: Clear and effective writing skills for emails or chat support.
• Tone and Etiquette: Maintaining a professional, friendly, and empathetic tone always.

Customer Service Orientation

• Empathy: Demonstrating understanding and patience, particularly when dealing with frustrated or upset customers.
• Patience: Remaining calm and composed during difficult or repetitive inquiries.
• Positive Attitude: Maintaining a positive outlook and approach even when dealing with challenging situations.
• Conflict Resolution: Ability to de-escalate tense situations and provide solutions or alternative options.

Product/Service Knowledge

• Basic Product/Service Understanding: Familiarity with the company's products, services, policies, and procedures to address customer queries.
• Technical Proficiency: Comfortable with basic troubleshooting for product or service issues (if applicable).
• Knowledge Updates: Ability to stay current on product/service updates and changes.

Problem-Solving Skills

• Critical Thinking: Identifying customer issues quickly and accurately and providing solutions within a limited time.
• Decision-Making: Being able to make appropriate decisions within given guidelines to resolve issues.
• Resourcefulness: Knowing where to find the right information or who to escalate the issue to when required.

Multitasking and Time Management

• Efficiency: Managing a high volume of calls while addressing each customer's needs.
• Prioritization: Effectively determining the urgency of calls or tasks and addressing them in the appropriate order.
• Time Management: Managing call time and follow-up actions efficiently to maintain productivity.

At Strada, our values guide everything we do:

• Anticipate Customer Needs - We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome - We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter - We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems - We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work - We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self-offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum - Maximum:
$28,770.00 - $53,430.00

Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.