Problem Resolution Associate

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

• Understands how the available tools and systems enable the delivery of service excellence.
• Uses these tools and systems effectively and consistently.

Legislative & Internal Compliance

• Understands external, client and internal compliance requirements. Applies relevant business controls.
• Escalates compliance issues where they arise.

Prioritization Skills

• Understands and delivers on the relevant priorities.
• Provides proactive updates, follows-up on activities and informs others when work is completed.
• Use time effectively and prevent irrelevant issues or distractions from interfering with work completion.

Required Education and Experience

• High School diploma or equivalent
• 1 - 2 years’ relevant experience
• Proficient with Microsoft office software and computer technology
• Ability to demonstrate excellent customer service/support skills
• Ability to demonstrate excellent written and oral communication skills
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
• Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict 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.

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

Salary Pay Range

Minimum :

25,800 USD

Maximum :

41,100 USD

Pay Transparency Statement: Alight 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. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

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 Alight business units.

Alight Solutions 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. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.