HR Helpdesk Agent – Tier 1

Location: Bangalore / Mumbai
Experience: 1–6 Years
Band: BPO 1 / 2 / 3
Salary: Up to ₹9 LPA
Job IDs: 436497 (Mumbai) | 436498 (Bengaluru)
Work Mode: 100% Work From Office (WFO)
Shift: 24×7 Rotational Shifts (Primarily US Night Shifts)

Position Overview

We are looking for a customer-focused HR Helpdesk Agent to manage Tier 1 HR-related queries from employees, line managers, vendors, and third parties. The role primarily involves handling inbound calls and providing support on HR policies, employee data, payroll, benefits, learning and development, time and attendance, and other HR-related matters.

The ideal candidate must have international voice process experience, excellent communication and problem-solving skills, and the ability to resolve queries accurately within defined SLAs, with a strong focus on first-call resolution.

Key Responsibilities

• Handle Tier 1 HR helpdesk queries from employees, line managers, vendors, and third parties through inbound calls.

• Provide accurate information and assistance on HR policies, employee data management, payroll, benefits, learning and development, and time and attendance.

• Follow established procedures, process guidelines, and knowledge base documentation while resolving queries.

• Probe effectively to understand employee concerns and provide appropriate resolutions.

• Log call details, interactions, and resolutions accurately in the designated ticketing or case management system.

• Ensure timely query resolution and first-time closure in accordance with defined SLAs.

• Maintain confidentiality and follow employee data privacy and information security guidelines.

• Use HR systems, case management tools, and telephony applications to manage employee requests.

• Maintain service quality standards and recommend improvements to existing procedures.

• Escalate complex or unresolved queries to the appropriate support teams.

Required Qualifications & Experience

• Graduate in any discipline.

• 1–6 years of relevant work experience, based on job grade.

• Mandatory: International voice process experience.

• Domestic voice process experience alone is not acceptable.

• US voice process experience preferred.

• International HR Helpdesk experience preferred.

• Good understanding of HR systems and applications.

• Knowledge of case management tools such as ServiceNow or Remedy is preferred.

• Understanding of Service Level Agreements (SLAs).

• Familiarity with telephony tools such as Avaya.

• Basic computer knowledge and proficiency in MS Office applications.

• Typing speed of 30 WPM with 100% accuracy.

• Ability to adapt quickly to new tools and processes.

Required Skills & Competencies

• Excellent verbal and written communication skills.

• Strong customer service and employee support orientation.

• Effective probing, troubleshooting, and problem-solving skills.

• Good decision-making and research abilities.

• Logical thinking and attention to detail.

• Ability to manage multiple queries efficiently.

• Strong learning agility and adaptability.

• Commitment to quality, accuracy, and first-call resolution.

Working Conditions

• Work location: Bangalore or Mumbai.

• 100% Work From Office; remote working is not available.

• Must be flexible to work in 24×7 rotational shifts, primarily aligned with US night shifts.

• Five working days per week, as per business requirements.

Important Hiring Information

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for candidate profile creation and must be collected through the authorized recruitment process.

Candidate Screening Priority: Candidates must have prior international voice process experience. US voice and international HR Helpdesk experience are preferred. Candidates with only domestic voice experience are not eligible.