Customer Support Representative
Location: Denver, CO
Job Type: Contract
Company: IDR
Category: End User Support / Helpdesk
Job Description Apply Now
The Customer Support Representative is a key member of the team responsible for delivering outstanding service and support in a dynamic call center environment. This position is an excellent opportunity for individuals who are passionate about helping others and are skilled at managing multiple forms of communication, including phone calls and online chats. As a Customer Support Representative, you will be the first point of contact for team members and leaders seeking guidance and assistance related to Human Resources (HR) processes, policies, and systems. Your ability to resolve issues promptly, maintain a high level of professionalism, and use a variety of internal resources will be crucial to your success in this role.
In this remote role, you will leverage internal knowledge bases, system tools, and other resources to provide accurate information and effective solutions. Your responsibilities will include managing multiple communication channels, partnering with other teams, and ensuring that every interaction delivers a positive and efficient customer experience. Successful candidates will have a strong background in call center or helpdesk environments, experience with helpdesk ticketing systems, and familiarity with HR Information Systems (HRIS) such as Workday. This role offers the chance to contribute to a leading organization, benefit from comprehensive training, and grow your career within a supportive and professional environment.
Customer Support Representative - Summary- Provide front-line support to team members and leaders, handling inbound calls and chats in a high-volume, fast-paced environment.
- Utilize knowledge bases, system tools, and supporting documents to address inquiries related to HR policies, procedures, and systems.
- Act as a representative of the organization's commitment to exceptional service, ensuring all communications are handled professionally and empathetically.
- Maintain detailed records of interactions and resolutions using helpdesk ticketing systems to ensure accurate tracking and follow-up.
- Handle inbound phone calls and online chat requests from team members and leaders, providing prompt and courteous assistance.
- Manage multiple queues, including two TMSS queues, to ensure timely response and resolution of issues.
- Deliver accurate information and support regarding HR policies, procedures, and related systems.
- Leverage internal knowledge bases such as Knowledgebase, Village Web, and Job Aides to guide users to solutions.
- Collaborate with internal and external teams to ensure seamless service delivery, including performing warm transfers when necessary.
- Troubleshoot and resolve basic technical issues related to HRIS systems, with a preference for experience in Workday or similar platforms.
- Document all interactions and solutions in the helpdesk ticketing system to support continuous improvement and quality assurance.
- Maintain confidentiality and adhere to the organization's policies and procedures during all interactions.
- Competitive compensation package designed to recognize your skills and experience as a Customer Support Representative.
- Comprehensive benefits including Medical, Dental, Vision, and Life Insurance.
- Eligibility for Employee Stock Ownership Program, contributing to your long-term financial well-being.
- Access to an industry-leading organization with a proven track record of employee satisfaction and stability.
- Dedicated engagement manager to support your professional growth and success.
- Recognition as part of a company awarded for excellence in client and talent satisfaction.
- High school diploma or equivalent, with documented proof required prior to onboarding.
- Experience working in a call center or helpdesk environment, preferably in a Tier I support role.
- Demonstrated ability to manage a high volume of calls and inquiries on a daily basis.
- Familiarity with helpdesk ticketing systems for accurate documentation and tracking.
- Previous exposure to troubleshooting and supporting HRIS platforms such as Workday is preferred.
- Strong communication skills, both verbal and written, with the ability to convey information clearly and empathetically.
- Ability to work effectively in a fast-paced, remote environment while maintaining attention to detail and quality.
- Proactive problem solver who enjoys helping others and thrives in a service-oriented role.
- Comfortable using multiple digital tools and knowledge bases to research and resolve issues efficiently.
- Team player who collaborates effectively with colleagues and partners across the organization.
- Flexible and adaptable, able to manage competing priorities in a high-volume support environment.
- Dedicated to maintaining confidentiality and professionalism in all interactions.
- Motivated to pursue ongoing learning and development within the organization.
- The Customer Support Representative position offers a unique opportunity to build your skills in HR support and customer service, while working remotely for a respected industry leader.
- Team members benefit from a supportive, inclusive work culture and clear pathways for career advancement.
- Working remotely allows for a flexible work-life balance, with access to robust resources and a dedicated engagement manager for support.
- Applicants are encouraged to apply early and take the next step in their careers by clicking the job application button to join a dynamic and growing team.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.