BRIEF DESCRIPTION OF ROLE

 

Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all ADP supported applications or products.  Support the end users, including installation, upgrades, maintenance, troubleshooting and diagnostics to determine solutions and alternatives.  Stay current with emerging technology and trends in order to provide technical support for product roll-outs and/or existing offerings. 

 

Description

 

- Inbound customer support for client queries on ADP product and platforms

- Understanding and addressing client queries in a timely and appropriate manner

- Strong alignment to business goals and objectives

- Strong focus on key metrics such as TNPS/NPS to deliver a world class client experience

- Delivering world-class service and satisfaction to all clients – internal & external.

- Ability to understand client expectations and provide excellent service to fulfill client expectations.

- Solving day-to-day problems that align with ADP’s mission, vision, and values

- Shares ideas and information across multiple audiences to drive the business need

- Acting in ways that help deliver results in a fast-pace and diverse environment

- Collaborating effectively with colleagues and clients to achieve and surpass shared goals.

- Holding self and others to the highest personal and professional standards.

- Achieve satisfactory level technical and professional skills in a changing environment.

- Ability to analyze client issues to determine if resolution can be found on initial call or if second level of support is required.

- Supports and installs upgrades and assists in all technical problems (i.e. performance, security, etc.) for the ADP supported products.

- Effectively troubleshoots, replicates, and develops workarounds for client issues.

- Documents and communicates the results to the client and/or Corporate Development.

- Maintains appropriate records of client contact through the CRM system.

- Uses Knowledge Management database to locate solutions to issues.

- Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.

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Eligibility

 

-Experience working with inbound customer service team is a must

-Candidate must possess a technical bent of mind and strong analytical abilities

-Excellent communication skills

-Excellent Customer Service skills

- High focus on Client Experience & problem resolution

-Ability to work under pressure

- Adept at working in a high call volume environment and should be open to working in all US shifts

-Familiar with all Windows OS -  Windows 10, Win XP, Windows 7 Professional

 

                TECHNICAL SKILLS (Below skills would be a huge PLUS)

 

Windows based network configuration protocols, mapping drives, and installing software Understanding of Single Sign On Technology Familiarity with Remote software Understanding of Windows Explorer, internet browser settings and system troubleshooting

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.