People Support Specialist

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

People Support Specialist

Company Information:

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

Position Overview:

The People Support Specialists role is responsible for providing next level HR support for the People Support Team for enablement, efficiency, escalation and drive Service Center processes for optimal and efficient experience. This role will assist with Service Center day-to-day ticket/inquiry management and provide tier 2 support to troubleshoot and assist agents with ticket escalations. Provides data-driven insights to drive process improvements, system enhancements and operating efficiencies to improve overall agent and employee experience in the Service Center. Responsible for development and maintenance of tier 0 self-service knowledge resources and enablement support for processes, policies and programs owned by the People and Culture team to proactively assist internal employees, managers and people and culture practitioners as well as enable tier 1 service center agents to support employee inquiries and as part of new/changing program initiatives. The role is regional or functional focused. With the goal of increasing our self-service capabilities, enabling our agents and employees through tier 0 and tier 2 support, enhancing and creating positive employee experiences and supporting ticket escalations, and partnering with P&C COE stakeholders.

Responsibilities:

• Provide day to day ticket and inquiry management support by being the next level or tier 2 support for escalations, troubleshooting complex tickets and assisting agents with a variety of advanced or complex HCM and system issues and questions.

• Influence and drive process improvements, system enhancements and operating efficiencies so agent and employee experience is positive.

• Educate, coaches, assists and troubleshoots with tier 1/frontline agents on advanced or complex concepts for ticket resolution and inquiry assistance.

• Handle low level critical conversations with employees to interpret policies and resolve issues for specific employee inquiries; severance negotiations, referral bonus eligibility, offboarding procedures disagreements, benefit coverage, allowance/reimbursement eligibility, enrollment issues, etc.

• Provide operational support for any initiatives, projects, and/or programs.

• Provide guidance and assistance on global mobility and visa considerations requiring interpretation and understanding of travel visa requirements.

• Lead project workstreams and acts as People Support representative on COE project initiatives and tier 0 enablement.

• In coordination with regional HRBP, support offboarding operations for involuntary and sensitive employee terminations; separation agreement, cobra subsidy coordination, final pay coordination, exit meetings, etc.Handle appeals process for unfavorable unemployment decisions and participate in unemployment hearings as required.

• Responsible for the development and maintenance of internally-used knowledge content and online resources for employees in various online platforms such as Service Now, Workday, AI Support Agent, and other online systems.

• Partner with functional and program owners to get guidance and instruction on tier 0 and tier 1-2 support needs to manage ticket inquiries and create reference material and provide education to People Support Coordinators accordingly for existing processes and in advance of new program launches and initiatives.

• Establish an audit cadence to regularly review existing enablement and exit guide material so published content is not obsolete or contradicted and is current and relevant.

• Document, Develop and Maintain Repository of Knowledge Resources for P&C Processes for Self-Service Tier 0 Support.

• Required Skills/Qualifications:

• Strong problem solving and troubleshooting abilities.

• Strong collaboration and teamwork abilities to partner with cross functional teams for process improvements.

• Strong self-discipline and organizational skills to manage work and project completion.

• Strong communication and attention to detail skills to clearly message, help the team and provide accurate instruction for standard operating procedures, written guides and clean data management.

• Strong technical aptitude to learn administration of people technology.

• Strong customer service abilities to ensure best in class reputation of the Service Center is maintained.

• Experience administering HRIS systems.

Valued Skills:

• Proficiency and experience with Workday, Service Now, and AI Support Agent Technology.

• Work Environment:

• This is a remote role requiring a home office setup with reliable internet and minimal distractions.

• Work is performed using standard office technology and collaboration tools (e.g., Teams, Workday, ServiceNow, AI Support Agent Tools, and Asana).

• Standard business hours apply, with some flexibility for global meetings, project deadlines, or urgent employee needs.

• The role is fast-paced, requires handling sensitive employee information, and demands confidentiality, accuracy, and attention to detail.

• Work is primarily computer-based and sedentary; reasonable accommodations will be provided as needed.

• Work travel is limited to 1-2 times per year for 2-4 days at a time as required for events, conferences, team meetings, etc.

Compensation

Alteryx is committed to fair, equitable, and transparent compensation. Final compensation will be determined by various factors such as your relevant work experience, education, certifications, skills, and geographic location. The base salary range for this role in California, Colorado, Washington, Texas, and Rhode Island is $65,000 to $80,200.

In addition, you may be eligible for other compensation, such as a bonus. Employees may also be eligible for a wide range of other benefits, including medical, retirement, financial, wellness, time off, employee discounts, and others
 

• Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.

This position involves access to software/technology that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls.