HR shared services[N/A]

Hi, I just wanna rant a bit and maybe get some advice a few months ago I got an opportunity to work open enrollment in the HR shared services role initially it was presented as just open enrollment but in training I realize that That the employees have questions or concerns about payroll, PTO benefits, etc. I’ve had about 3 1:1 and all of them have been good. I have gotten all fives on all of my surveys. My stats are good as well however, about a month ago they put me on self service cases in addition to the phone calls and I will admit that it’s been a bit overwhelming but I’m doing my best not only to juggle the new job in general but also now this additional task.

we have a chat, where there are mentors who can answer our questions we were highly encouraged to use the chat and ask questions. No other directions was given, but my manager told me that some of the mentors are frustrated with my questions because they feel like I should have found the answer myself in our database called knowledge base, but sometimes I look, and I just can’t find the answer I’m doing my best and I’m just really frustrated especially with the self service cases because it is hard trying to do those in between calls, especially when the calls are back to back I guess I’m just bummed. I thought I was really doing a good job and now I see that I haven’t been.🥺