Sr. Support Specialist

About Us

Our leading SaaS-based Global Employment Platform enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. At G-P, we're dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere.

Our diverse, remote-first teams are essential to our success. We empower our Dream Team members with flexibility and resources, fostering an environment where innovation thrives and every contribution is valued and celebrated.

The work you do here will positively impact lives around the world. We stand by our promise: Opportunity Made Possible. In addition to competitive compensation and benefits, we invite you to join us in expanding your skills and helping to reshape the future of work.

At G-P, we assist organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process to unlock growth potential for all.

About this Position

You will have responsibility for supporting customers and professionals throughout the region. You will be a part of our Support Team supporting HR, IT, Finance, and benefits queries. In this role, you will handle all day to day queries with resolution for all the in-scope verticals.

What you'll do:

• Present a well-rounded skill set that combines technical acumen with essential soft skills like leadership, adaptability, and problem-solving,
• Tailored to meet the evolving demands of customer relationship management,
• Developed and executed omnichannel engagement strategy, boosting customer satisfaction scores by 95%,
• Apply strong knowledge in Zoho & GPP,
• Triage prioritizes by assessing and sorting the urgency of tickets
• Managing customer relationships and addressed concerns in a timely manner SaaS Model,
• Utilized Zendesk & GPP to track customer interactions and maintain accurate records,
• Dedicated Support on Platinum & Gold Customer Support
• Present a well-rounded skill set that combines technical acumen with essential soft skills like leadership, adaptability, and problem-solving, tailored to meet the evolving demands of customer relationship management,
• Serve as the first point of contact for professionals on any HR, IT, or Finance related inquiries,
• Communicate effectively both verbally and in written form with professionals and our customers to explain and resolve queries and concerns (via email, phone and other means of communication),

What we're looking for:

• 3-5 years of Global Shared Services with at least six months of experience in handling HR related Shared Services activities (Hire to Retire Model) / IT Level 1 Support / Finance Shared Services answering Queries relating to Payroll, Billing, Invoices / Benefits Support Queries / Related Queries in Tier 1 model (Any Two combination preferred)
• Proficient in both written and verbal English; Resourceful, problem-solving aptitude and thorough knowledge of HR procedures and policies
• Strong administrative background
• Customer oriented with ability to adapt/respond to diverse customer base
• Excellent organizational and time-management skills
• Proven work experience in similar shared services position
• Ability to work in international team comprised of team members in different locations and from different cultures and backgrounds
• Ability to work in a dynamic, rapidly changing environment
• Ability to manage and meet expected SLAs and KPIs
• Meticulous attention to detail/ Literacy with MS Office

We will consider for employment all qualified applicants who meet the inherent requirements for the position. Please note that background checks are required, and this may include criminal record checks.

G-P. Global Made Possible.

G-P is a proud Equal Opportunity Employer, and we are committed to building and maintaining a diverse, equitable and inclusive culture that celebrates authenticity. We prohibit discrimination and harassment against employees or applicants on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other legally protected status.

G-P also is committed to providing reasonable accommodations to individuals with disabilities. Individuals with disabilities are encouraged to apply for these positions. If you need an accommodation due to a disability during the interview process, please contact us at -p.com.

Individuals residing, or applying to work, in the United States: California or Philadelphia, Pennsylvania, please review the following additional information:

G-P will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here: Fair Chance Initiative for Hiring Ordinance, and Philadelphia applicants can review information pertaining to Philadelphia's Fair Criminal Record Screening Standards Ordinance here: Fair Chance Poster. Any consideration of a candidate's background check with arrest or conviction records will include an individualized assessment based on the factors required by applicable law, including the candidate's specific record and the duties and requirements of the specific job.