Jobs and Careers

Problem Resolution Associate

Tallahassee, United Statesfull_timeVerifiedPosted 18 Dec 2024

💰 $41,100/yr($25,800/yr – $41,100/yr)

About the role

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com

This vital role will interface with customers via inbound calls and/or outbound calls for the purpose of resolving routine problems and/or provide services. Key responsibilities of the role include:

Call/Email/Case/Chat Resolution
Simple information inquiries
Dispatching tickets when unable to resolve within group
Data input that can be done as 1st contact resolution (real-time communication channel)
Answer and greet customer’s calls in a courteous, friendly and professional manner using HR policies, procedures and/or practices.
Listen attentively to customer needs/concerns; demonstrate empathy.
Clarify customer requirements; probe for and confirm understanding of requirements and/or problem as the first contact resolution.
Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
Prepare and complete accurate work and update customer ticket/file via system.
Conduct correspondence with customers and team members.
Communicate effectively with individuals/team to ensure high quality and timely expedition of customer requests.
Effectively transfer misdirected customer requests to the appropriate party.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Occasionally use decision-support tools to answer complex questions or to verify subject matter details.
Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
Offer solutions to issues that are often non-standard/non-routine and require some clarification.
Maintain a broad knowledge of NGA HR’s services (HR Administration, Talent Administration etc.)
Activities involve different and unrelated processes and methods.
The decision regarding what needs to be done depends on the analysis of the subject, phase or issues involved and a chosen course of action may have to be selected from many alternatives.
Unusual or complex situations and problem solving are deferred to higher levels for approval prior to implementation.
Direction is provided on assignments with incumbent determining appropriate use of established methods, tasks and priority.
Some scope in determining priority or approach to work in absence of established procedures but guidance is readily available and required prior to taking any special action or exception.

Skills and Experience

Strada offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.

At Strada, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Talk to Strada and discover what A World of Opportunity can mean for you.

Tools and Systems