HR Helpdesk Specialist - Pessoas Com Deficiência (PCD)

At Byte Dance, we promote diversity and inclusion. This position is exclusive for persons with disabilities (PwD) candidates that are interested in joining Byte Dance and meet legal requirements. If you identify yourself in a different group, please check other opportunities in our career website.

The HROP - Employee Helpdesk team, endeavors to continuously build and deliver a seamless and positive employee experience across the whole employee queries and assistance as when needed. We are dedicated to leading with care and have empathy in mind. We strive to provide efficient and high quality assistance in order for employees to navigate through Non CN Region HR processes, systems, policies, and programs. We aspire to ensure employees feel heard and that they are given the appropriate resources and support needed to be effective and efficient during their careers. The ideal candidate is someone who is highly motivated with a positive attitude, and exhibits patience, teamwork, critical thinking, and emotional intelligence.

Responsibilities:

• Act as Non CN Mainland HR policy specialist. Receive and provide optimum responds to employee queries via HR on Call system with timely, accurate, and professional replies. Potentially handling multiple tickets, tasks or contact channels at one time.
• Complete necessary research/findings to advance inquiries that are complex or have individual focus to next level of HR support or identified Subject Matter Expert (SME).
• Analyze, categorize and log the received inquiries according to defined procedures, case tagging and/or necessary explanation in the HR on Call ticket system within timely manner.
• Actively participate and attend all on-site or online HR Policy training at local/regional/global level. Self-learning and research may required from time-to-time.
• Provide assistance to SME in development and maintenance of the EHD knowledge base in Lark ticketing system (not limited to BOT FAQ cards) & EHD internal documents, enhancing accessibility and capabilities.
• Ensure service continuity including extending support hours during peak period/understaffed. Proactively provide suggestions for process improvements when gaps identified to SME or leader.
• Actively participate and/or contribute to projects and initiatives on new processes, systems and/or enhancements as when necessary at local/regional/global HROP level.
• Other duties as assigned.

Requirements:

• Minimum Qualification(s)
• Bachelor’s Degree or above in Human Resources, Industrial-Organizational Psychology, Communications, or business-related degree or other relevant fields.
• 1+ years of experience in Human Resources in a Shared Service Center, Employee Helpdesk, or Service Desk in APAC country(ies) preferable in tech/BPO industry.
• A service-oriented attitude, with the ability to adapt and perform under tight deadlines.
• Ability to work flexibly and independently based on business requirements (may include extended hours/different time-zone as when necessary).
• Highly resourceful and adaptable in a fast-paced environment, with strong collaboration and interpersonal skills, and the ability to work effectively across multicultural and multilingual teams. Excellent communication skills in English with the ability to work well within a team.
• Experience and proficiency in Microsoft office tools/programs and HR System. Experience in Work Day will be highly desired.
• Excellent learning ability, careful, & patient, and with strong work enthusiasm and a sense of responsibility. High level of discretion, confidentiality, and ethics.

This position is exclusive for People with Disabilities (PwD). Therefore, the company reserves the right to ask for documents and certifications to evidence disability according to the relevant legal provisions on this matter.