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Problem Resolution Associate

Job category:  Human Resources
Work location:  Office Based
Office location: 

Austin / R.Rock, US

Contract type:  Permanent
Job type:  Employee


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, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Whether you’re looking for an internship, or positions from entry-level through to executive management, talk to NGA and discover what A World of Opportunity can mean for you.

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.

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 performing the 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 includes 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. Hours of operation are 7am to 7pm
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

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, and transfers, leaves of absence, compensation and training.
Please note that 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.

At NGA Human Resources, we provide you with the advantage of a truly global business environment and the opportunities of a fast-paced, agile and growing organization.
We take pride in the commitment and professional excellence of our people; the innovation we bring to our business; and our unrelenting focus on helping our clients achieve their goals.
When you join NGA, you open up a World of Opportunity — to take on meaningful responsibility and to make a difference for our company, for our clients and for the millions of employees we support around the world.
A career at NGA is an attractive option - we have world-class solutions and services, and are constantly looking for ways to ensure that we remain ahead of the game. Developing talented people at NGA is one of the ways in which we will continue to drive excellence in our industry.

About NGA Human Resources: 

NGA Human Resources makes HR and payroll processes work well for businesses. We currently support large enterprise businesses in nearly 200 countries. Most of our clients have employee operations in multiple countries, making the rewarding and management of the workforce highly complex. 

Globally, each payroll run, we process the pay cheques of hundreds of thousands of people working in all major sectors including banking, retail, manufacturing, transport, hospitality. In parallel, we design, build and manage onPremise and digital HR systems.

Increasingly, we’re being asked to support businesses setting up or expanding into the growth economies of LatAm, Eastern Europe and Asia Pacific. We are also playing a fundamental role in the digital transformation of workforce processes for organisations as they ready themselves for success in the digital economy. 

Nearest Major Market: Austin

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