Who We Are

Everforth Apex is a world-class technology services organization that delivers innovative solutions and exceptional customer experiences to clients across the globe. We foster a culture built on collaboration, continuous learning, operational excellence, and career growth.

About the Role

We are seeking a customer-focused and detail-oriented Tier 1 HR, Benefits & Payroll Contact Center Agent to serve as the first point of contact for employees and managers seeking support related to Human Resources, Benefits, Payroll, Timekeeping, and HR Technology systems. In this role, you will manage employee inquiries, provide guidance using approved resources, document and track cases through service management platforms, and coordinate escalations while ensuring a high-quality customer experience, confidentiality, and compliance with service level agreements.

Key Responsibilities (including technical skills)

- Serve as the primary point of contact for employee and manager inquiries related to HR, Payroll, Benefits, Timekeeping, and workforce support processes.
- Create, document, update, and manage cases within ServiceNow or other approved case management platforms, ensuring accurate records and timely resolution.
- Provide Tier 1 support using approved knowledge articles, procedures, scripts, and system resources to resolve routine employee inquiries.
- Escalate complex HR, Benefits, Payroll, Employee Relations, HRIS, Workday, or system-related issues to the appropriate Tier 2 or Tier 3 support teams.
- Maintain ownership of employee communications throughout the escalation process, providing status updates and delivering final resolutions.
- Support employee navigation of HRIS platforms, including Workday, payroll systems, benefits portals, and employee self-service tools.
- Meet established service level agreements (SLAs), quality standards, productivity metrics, and customer satisfaction goals.




- Contribute to knowledge management initiatives, process improvements, documentation updates, and continuous service excellence efforts.

Required Qualifications (including soft skills)

- High School Diploma required; Associate or Bachelor’s degree preferred.
- Minimum 1 year of professional experience in customer service, employee support, help desk, shared services, contact center, or similar support environments.
- Advanced English communication skills, both verbal and written.
- Strong customer service skills with the ability to handle sensitive and confidential employee inquiries professionally and empathetically.
- Working knowledge of Human Resources, Payroll, Benefits Administration, Employee Service Centers, or related operational functions.
- Experience using HRIS platforms such as Workday, ADP, or similar employee management systems.
- Strong analytical, problem-solving, and troubleshooting skills with the ability to determine appropriate resolution paths and escalations.
- Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail, quality standards, and productivity expectations.

Preferred Qualifications

- Bilingual English/Spanish or English/French Canadian.
- Experience supporting Workday HCM, Payroll, Benefits, Recruiting, Time Tracking, or Employee Self-Service functionality.
- Experience with ServiceNow, Jira Service Management, Zendesk, Salesforce Service Cloud, Freshdesk, or similar case management platforms.
- Familiarity with SLA management, First Contact Resolution (FCR), Customer Satisfaction (CSAT), and quality assurance programs.
- Experience working in a KPI-driven customer service, help desk, shared services, or employee support environment.
- Associate Professional in Human Resources (aPHR).
- Fundamental Payroll Certification (FPC).
- Workday HCM, Payroll, or Benefits certifications/training.
- ServiceNow Fundamentals or ITIL Foundation certification.

📌 Tier 1 HR, Benefits & Payroll Contact Center Agent (Monterrey)
🏢 Apex Systems
📍 Monterrey