HR Generalist
Brilliant Earth
Oracle
HR Support Advisor
TAG - The Aspen Group
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Illinois, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $22 per hour
Job Level
Mid-LevelSenior
Tech Stack
ServiceNowSwift
About the role
- Serve as primary point of contact for Team Members on Payroll, Leave of Absence (LOA), Benefits, and HR Ops.
- Respond to incoming calls and tickets and provide Tier 1 support for common issues such as paycheck inquiries, benefits enrollment questions, and LOA status updates.
- Use Workday and other HR systems to verify and update Team Member information, ensuring accuracy and completeness.
- Diagnose Team Member issues by asking targeted discovery questions and gathering essential details.
- Identify opportunities to resolve problems at Tier 1 and escalate complex cases to Tier 2 teams when appropriate.
- Create, update, and manage tickets in ServiceNow with full context and documentation.
- Follow up on escalated tickets, keep Team Members informed, and ensure timely resolution.
- Investigate missing or incomplete information in Workday to ensure swift escalation.
- Close tickets with appropriate resolution details and confirm Team Member satisfaction.
- Collaborate with Tier 2 teams (Payroll, LOA, Benefits, HR Ops) to gather additional information and facilitate resolutions.
- Identify common themes in inquiries and suggest process improvements.
- Stay current on company policies, procedures, and HR systems to provide accurate information.
Requirements
- High school diploma or equivalent required; an associate or bachelor’s degree in human resources, Business Administration, or a related field is preferred.
- Previous experience in a customer service or HR support role, preferably within a corporate environment.
- Experience with HR systems (e.g., Workday) and ticketing systems (e.g., ServiceNow) is a plus.
- Strong interpersonal and communication skills (both written and verbal) with a focus on providing excellent customer service.
- Ability to handle confidential information with discretion and professionalism.
- Problem-solving skills, with the ability to ask probing questions and gather essential details to resolve issues effectively.
- Time management and organizational skills to manage multiple inquiries and tickets simultaneously.
- Competence in using HR systems, especially Workday, for accessing and updating Team Member records.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work independently and as part of a team in a fast-paced environment.
- Adaptability to changing procedures, policies, and system updates.
- Strong attention to detail and accuracy in handling inquiries and updating systems.
- Ability to work Monday through Friday, 8 hours per day in EST, CST, or PST time zones.
- This is a temporary role expected to last 5 months or until February 2026.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
HR systemsWorkdayServiceNowMicrosoft Office Suiteticketing systemscustomer serviceproblem-solvingtime managementorganizational skillsattention to detail
Soft skills
interpersonal skillscommunication skillscustomer service focusdiscretionprofessionalismadaptabilityindependenceteam collaborationability to handle confidential informationability to manage multiple inquiries
