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HR Solutions Specialist


What You Will Do In Your Role

  1. Quickly learn brand new technology and be able to provide HR inquiry, transactional support and first level of IT technical support and customer service to all Koch companies. 
  2. Facilitate learning and change management processes by guiding our consumers through these new tools and technologies.
  3. Provide exceptional consumer experience while resolving customer questions and troubleshooting issues.
  4. Responsible for incoming cases and calls using state-of-art telephony technology and HR / IT Case & Knowledge Management tools, which include chat functionality.
  5. Collaborate with other KGS business units & third-party providers (vendors) to research and solve more complex or technical cases.
  6. Adhere to Knowledge Centered Support (KCS) practices to create and update knowledge articles.
  7. Comply 100% with all laws and regulations.
  8. Embrace MBM and seek ways to be a culture carrier.
  1. Seek and share knowledge to provide each caller with a great consumer experience.
  2. Use and improve knowledge articles to challenge current process and streamline the current state.
  3. Identify opportunities to experiment and innovate to create additional value for our consumers.
  4. Ensure other support teams and customers have detailed descriptions of technical issues through accurate and detailed work notes. 
  5. Collaborate with support teams when necessary to solve complex problems. 
  6. Maintain frequent and timely communications with customers regarding their technical issues based on Enterprise best practices. 
  7. Provide and accept feedback from peers and leadership to expand capabilities and improve performance. 
  8. Secure employee’s information ensuring it is safe and remains confidential.
  9. Understand overall Vision of how this team creates value for the enterprise, both now and in the future, as the team grows and develops additional capabilities.
  10. Ensure all compliance risks are mitigated using provided processes, policies and Enterprise best practices.
  11. Ensure the Business Continuity Plan for the Service Desk is maintained at all times when outside the complex. 

The Experience You Will Bring


  • Proficient in Chinese and Japanese. 
  • Basic command of written and spoken English preferred. 
  • College degree or above with at least 2 years of working experience.
  • Minimum 1 year of work experience in a multinational environment covering IT, HR customer service and/or inquiries.
  • Experience using MS Office (Outlook, Word, Excel).
  • Comfortable communicating with all levels of an organization. 
  • Experience researching, troubleshooting and resolving consumer inquiries.
  • Strong collaboration skills and team player with a high sense of accountability. 

What Will Put You Ahead

  • Experience working in a Call Center/Service Center is preferred.
  • Experience working with an HCM platform (Infor, SAP, etc.) and Case Management System (ServiceNow, etc.) is a plus.

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