Sr. Support Specialist

✨ What you’ll be working on

As a Sr. Support Specialist, you’ll help customers and professionals with day-to-day HR, IT, Finance, and benefits questions.

You’ll be one of the experienced people on the Support team, handling queries, troubleshooting basic IT issues, managing tickets, and working with internal and external teams to get problems resolved. You’ll also help keep employee data accurate and support HR processes across different regions.

Quick heads-up: This role requires working Wednesday to Sunday on a night shift.

What You’ll Do

• Support Level 1 IT and HR helpdesk queries.
• Troubleshoot basic issues and act as a subject matter expert for daily support operations.
• Triage and manage tickets using tools such as Zoho, Zendesk, or ServiceNow.
• Handle HR queries related to employee data, transfers, change requests, time, expenses, and employment documents.
• Maintain employee records and update customer and professional data.
• Process HR changes including new hires, status updates, benefits, and terminations.
• Support benefits administration for customers and professionals.
• Respond to queries through email, phone, chat, and other support channels.
• Work with insurance vendors, service providers, and pension providers.
• Coordinate with IT, Finance, Payroll, Billing, Customer Success, and Sales Support teams.
• Work with regional service and payroll providers.
• Support payroll preparation with absence, bonus, and leave data.
• Audit data changes to help ensure accurate and timely payments.
• Help improve HR processes, support documentation, and standard operating procedures.
• Support internal projects and company-wide initiatives.
• Maintain and regularly review electronic personnel files.
• Help with company policy reviews and compliance activities.
• Assist with investigations related to professional complaints.
• Work towards expected support SLAs and KPIs.

What We’re Looking For

• 8+ years of overall experience.
• 4–6 years of Global Shared Services experience supporting regions such as APAC, EMEA, and the US.
• Global HR Shared Services experience is preferred, especially with an IT Helpdesk focus.
• Experience troubleshooting Level 1 IT or HR support queries.
• Strong written and verbal English communication skills.
• Good understanding of HR processes, procedures, and policies.
• Customer-focused and comfortable supporting a diverse customer base.
• Experience handling real-time chat support and responding quickly.
• Comfortable triaging tickets and routing issues to the right teams.
• Strong attention to detail.
• Comfortable with Microsoft Office or Google Workspace.
• Good organisational and time-management skills.
• Able to work independently while also collaborating with a global team.
• Comfortable working with colleagues across different countries and cultures.
• Able to adapt to a fast-moving and changing work environment.
• Experience working with SLAs and KPIs.
• Available to work dynamic shifts and provide weekend support.

Tools & Systems Experience

Experience with one or more of the following is preferred:

• Zoho
• Zendesk
• ServiceNow
• PeopleSoft
• Workday
• SAP
• HRMS platforms

Shift & Work Schedule

This position follows a Wednesday to Sunday night shift schedule.

The role may also require flexibility for dynamic shifts and weekend support based on business needs.

About G-P

G-P provides a SaaS-based global employment platform that helps businesses build and manage teams across more than 180 countries.

The company operates with remote-first teams and focuses on making global hiring and workforce management easier for organisations.

Think you’re a good fit? Review the full job details and apply directly through the official company job page.