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Problem Resolution Associate

Company: NGA HR
Location: Austin
Posted on: May 18, 2018

Job Description:

NGA Human Resources is a market-leading, global, Human Resources services provider offering innovative HR business solutions through HR Technology, HR Outsourcing, and HR Consulting.

NGA HR is uniquely positioned to help HR leaders realize the true value of workforce management. We combine a focus on customer value with many years of experience in HR consulting, HR outsourcing and HR technology. This is the core of our business and why we are recognized as a leader in the global HR solutions market.

Our 8,500 employees are dedicated to delivering excellence through HR consulting, HR outsourcing and HR technology. As a recognized global HR services leader, we have offices in 35 countries on five continents, supporting customers in more than 145 countries.

--- Over 1,000 ERP-based HR implementations globally

--- 3,000 Large Enterprise customers

--- 10,000 Small and Medium customers

--- Over 20% of FORTUNE Global 500-- companies serviced

Our Values

One Team: Ours is an interactive environment. We celebrate our diversity and recognize the strength of what we can achieve as a united team.

Innovation: We are a creative and resourceful organization. We have a talent for looking at things differently and are passionate about bringing new ideas to life.

Speed: Our energy and focus means that we always deliver quality, quickly and efficiently

Responsibility: We can count on each other. We personally take responsibility for delivering on our promises. We trust our colleagues to do the same. Excellence: We are committed to excellence. Our internal and external customers are at the heart of everything we do and we strive to over-achieve.

Job Description

A Problem Resolution Associate is the initial customer contact for our Human Resources Outsourcing (HRO) customers. 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.

Essential Functions:

-- Answers and greets customer---s calls in a courteous, friendly and professional manner using NGA HR policies, procedures and/or practices.

-- Listens 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. This role is the Tier I position for the various towers of services, such as Benefits, Organization Management, Human Resources, etc.; therefore, you may be specializing in one particular knowledge tower or various knowledge towers.

-- Other duties, as assigned by your immediate supervisor and/or manager.

Key Competencies:

-- Be Accountable

-- Solve Problems

-- Take Ownership

-- Be Client Centric

-- Be Effective

Supervisory Responsibility:

This position has no supervisory responsibilities.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performingthe duties of this job, the employee frequently sits; uses hands and fingers, handle or feels objects, tools or controls; reach with hands and arms; talk or hear and occasionally required to stand; walk; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by

the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are 8 hour shifts Monday through Friday, 7:00 am to 7:00 pm.


Travel is not required for this position. However, there may be some out-of-area and overnight travel for possible training and/or client purposes only, but not of the daily routine of this position.

Skills and Experience

NGA Human Resources 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 NGA HR, we---re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do.

Required Education and Experience:

-- High School diploma or GED

-- No previous experience required

-- Knowledge of basic computer operations

-- 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

Preferred Education and Experience:

-- Willingness to rotate shifts, as needed

-- Ability to collaborate and work in a team environment, as well as, work independently and make sound decisions

EEO Statement

NorthgateArinso, Inc. (NGA HR) provides equal employee opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, NGA HR complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and training.

Please notethat this job description is not designed to cover or contain a comprehensive listing of activities, duties and/or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Keywords: NGA HR, Austin, Problem Resolution Associate, Other, Austin, Texas

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