- Entry level
- No Education
- Salary to negotiate
- San Diego
Job Id N1970074
Job Title HR Customer Support III
Post Date 02/13/2019
Company - Division Qualcomm Incorporated - Human Resources
Job Area Human Resources
Location California - San Diego
Job Overview Working in a Shared Services and Contact Center environment, this position is responsible for responding to HR inquiries primarily from employees, managers, and other members of the HR Team. The primary focus of this job is to provide support regarding HR policies, programs, processes and some basic Human Capital Tool Support (e.g., Workday, Bswift, icims, etc.).
Provides quality customer service in response to incoming inquiries through the call center, web portal chat, and web portal employee case submissions
Provides accurate information over the phone, chat, or via online case management responses
Searches the HR web portal and knowledge base system for relevant information to provide answers to incoming inquiries
Accurately documents case notes following each phone call, chat, or online case
Ability to follow standard procedures and scripts
Uses FAQs, scripts and knowledge to assist employees with inquiries
Assists customers with any problems encountered while using HR self-service tools for employee transactions (e.g., data changes, onboarding, separations, benefits administration, performance management and compensation, job postings, etc.).
Answers basic inquiries for industry leading Human Capital Management Tools such as Workday modules, Bswift, icims, etc.
For any issues not resolved, opens case management tickets and refers the case to the appropriate expert for problem resolution
Participates in continuous improvement initiatives
Other responsibilities, as assigned
All Qualcomm employees are expected to actively support diversity on their teams, and in the Company.
Minimum Qualifications 3+ or more years customer service experience preferably in a call center environment; and/or a college degree (with a preferred major in Human Resources, Communications or Business)
Ability to greet callers warmly and ascertain problems or reasons for their outreach
Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information
Communicates effectively in both oral and written form
Exhibits patience and empathy
Ability to put oneself in a customers shoes and advocate for them when necessary
Possesses strong problem-solving skills
Confident at troubleshooting; obtains enough information from employees to either resolve the inquiry or obtains adequate information to refer the issue to an expert for problem resolution
Actively looks for process improvements
Strong interpersonal and customer service skills
Ability to multi-task, prioritize, and manage time effectively
Ability to follow strict policy guidelines and recognize situations requiring escalation
Ability to work in fast-paced environment
Possesses strong PC skills and has knowledge of general office tools such as Microsoft Office Suite products: Excel, Word, PowerPoint, etc. will also be helpful. Desired Competencies & Skills:
Knowledge: 4 or more years customer service experience. Complete understanding of general aspects of the job. Significant experience with the specific customer support tools to be used to perform this job (e.g. Avaya Call Center technology, ServiceNow HR web portal), or Human Capital Management Tools (e.g. Workday modules, Bswift, icims, etc.)
Job Complexity: Applies skills to a wide range of tasks. Frequently works on assignments that extend beyond routine in nature and require complex problem solving.
Supervision Required: Receives minimal supervision and provides technical direction, assistance, and coaching to less experienced HR Customer Support Representatives.
Decision-making: Contacts with both customers and other partners in the HR Hub or broader HR function require some explanation and interpretation.
Education Requirements Bachelor's Degree preferred (with a preferred major in Human Resources, Communications or Business) or equivalent experience.
Keywords HR Customer Support, HR Call Center
About the company
Billions, maybe trillions of times a day…
That’s how often people around the world likely grab for their smartphone- and all that incredible stuff a phone can do that keeps people reaching for it multiple times a day- Qualcomm invented the stuff that made that stuff possible.
Who is Qualcomm, and what do we do? We are engineers, scientists and business strategists. We come from different countries and diverse cultures, speak different languages and offer unique perspectives. Together, we focus on a single goal—to lead the way to a new era of intelligent, connected devices.
Qualcomm’s technologies powered the smartphone revolution by connecting the phone to the Internet, and now we are changing everything about everything else. We pioneered 3G and 4G, propelling mobile to the forefront of the technology world, and now, we are leading the way to 5G that will connect billions more. Our products revolutionize industries from automotive and IoT to healthcare and data-centers, and are allowing millions of devices to connect with each other in new ways never imagined.
We've been called dreamers, inventors, rebels, risk takers, pioneers and geeks. We dream big. We invent bigger. Most importantly, we often do what many think is impossible in the name of innovation.