Problem Resolution Associate (Bilingual)

Our story

Join us on a journey of endless possibilities

At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

Learn more at www.stradaglobal.com

We are looking for a Bi-Lingual (Spanish/English) Problem Resolution Associate at our Call Center in Round Rock, TX.  Work is performed in a hybrid setting at both home and on-site, from 7AM to 7PM, M-F, located at:

810 Hester’s Crossing

Suite 250

Round Rock, TX  78681

As a Problem Resolution Associate, a typical day can include the following: 

• ​Utilizing your interpersonal skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy.
• Recognizing/acknowledging the need for additional research to resolve any issues reported by the customer and handle this casework throughout shift. 
• Clarify customer requirements:  probe for and confirm understanding of requirements and/or problems as the first contact resolution.  Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
• Prepare and complete accurate work and update customer/employee files in database, as authorized.
• Staying current on clients’ programs and services through on-going training provided by Strada and self-study. 
• Occasionally use decision-support tools to answer complex questions, Staying current on client’s programs and provisions through on-going training
• Maintain a broad knowledge of services.  This role is the Tier 1 call center position for the various towers of service such as Benefits, Organizational Management, Human Resources, Recruiting, Pay, and Time/Leave
• Participate in activities designed to improve customer satisfaction and business performance and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

Required Experience: 

• High School diploma or GED
• Fluent in writing/reading/conversation in Spanish as well as English
• Knowledge of basic computer operations
• Ability to demonstrate excellent customer service/support skills.
• Ability to demonstrate excellent written and oral communication skills.
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards.
• Must have organizational skills, such as the ability to multi-task, set priorities, and follow up in a timely manner.
• Ability to collaborate and work in a team environment, as well as work independently and make sound decisions. 
• Flexibility to work any 8-hour shift between 7AM and 7PM M-F as well as extended hours, if necessary.  

Preferred Experience: 

• Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services  

What We Offer:

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• A supportive and collaborative work environment.

• The chance to work with cutting-edge technology and innovative solutions.

At Strada, our values guide everything we do:

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.

• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.

• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.

• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.

• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices. Applicants may request a reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum - Maximum:

Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.