Location: Barranquilla, Colombia
Schedule: Monday to Friday | 8:00 AM - 5:00 PM / 9:00 AM - 6:00 PM EST
Type: Full-Time
Modality: On-site
English Level: Advanced (C1)
About the Role
We are looking for an Employee Support Representative to provide exceptional assistance to employees through phone, email, and chat channels. This role serves as the first point of contact for employee inquiries, helping resolve issues related to onboarding, employee portals, password resets, payroll documentation, and other HR-related requests.
The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced BPO environment while managing multiple tasks and communications simultaneously.
Responsibilities:
Employee Support & Communication
Handle inbound calls from employees professionally and efficiently.
Respond to employee inquiries via email and live chat.
Provide guidance regarding onboarding processes and company resources.
Assist employees with portal access, password resets, and account-related concerns.
Support requests related to paystubs, W2 forms, and general HR documentation.
Problem Solving & Case Resolution
Investigate and resolve employee concerns in a timely manner.
Utilize internal resources and knowledge bases to provide accurate information.
Escalate complex issues to the appropriate department when necessary.
Maintain a positive employee experience throughout every interaction.
Documentation & Administration
Document all interactions accurately within internal systems.
Maintain detailed notes and case records.
Ensure compliance with company procedures and service standards.
Meet productivity and quality expectations.
Requirements:
Must Have
Advanced English level (C1).
Minimum 1 year of experience in Customer Service, Call Center, Contact Center, HR Support, or BPO environments.
Strong verbal and written communication skills.
Ability to multitask and work under pressure.
Excellent documentation and data entry skills.
Strong attention to detail.
Proficiency in Microsoft Office.
Preferred
Experience supporting employees or internal customers.
Experience with onboarding processes.
HR, Administrative Support, or Employee Services background.
Knowledge of ticketing systems, CRM, or internal support platforms.
