MY -- Lead Product Support Engineer
ADP
Greetings from ADP!
A little about us: ADP is a global leader in HR technology, offering the latest AI and machine learning-enhanced Payroll, Tax, HR, Benefits, Time & Attendance, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. ADP has a deep commitment to diversity, equity, and inclusion as a global Best Places to Work, DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. Learn more about ADP's commitment on our YouTube channel: http://adp.careers/DEI_Videos
ADP is hiring Lead Product Support Engineer for Malaysia.
Are you all about the follow up and follow through that helps you and your clients achieve serious results?
Do you derive joy out of helping others uncover creative solutions to complex problems?
Are you looking for a culture where you can bring your passions, put your unique skills to use, and learn as much as possible? If this sounds like you, then #HelloWork! This is just the opportunity you've been waiting for. First things first:
We believe people make great companies, not the other way around. Our people make all the difference in cultivating a down-to-earth culture where ideas are welcomed, and innovation is encouraged. The result? We're changing the world of work with our payroll solutions that help companies of all s focus less on work and more on success. Your role:
In this role, it's all about enabling our clients to be more effective employers by identifying, defining and assessing their needs. Our service teams make it happen by collaborating with our clients and other key internal stakeholders to ensure that we provide "Everyday Excellence" and improve our client's experience. (P.S. Did you know that the majority of our customers are not only satisfied, but they'd recommend ADP to someone else?). As Product Support Engineer, you will be responsible for manage the helpdesk by rightly assigning the tickets to the team and monitoring closure as per SLA for Malaysia. What you'll do: Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels is met. Ensure complete customer satisfaction based on NPS and TAT for closing tickets. Single point of contact to the customer/team for all product related queries both internal and external customers Should be able to develop continuous customer loyalty. Act as a further escalation point for unresolved or escalated tickets calls. Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles. Evaluate the JIRAs provided by each country's service team and collaborate with GPT on the release in the production environment Produce weekly and monthly statistics and performance reports. Consulting skill & experience to support this role to take on some key responsibilities, like train future country service team on new product new features / functionalities, client-facing technical conversation. Strong in technical experience / knowledge to quickly pick up Vista product knowledge and support address the system issues. Good communication to collaborate across multiple teams from different locations. As Product Support Engineer, you will be responsible for manage the helpdesk for SEA countries (SG,PH,MY) by rightly assigning the tickets to the team and monitoring closure as per SLA Qualifications you'll need: Experience: At least 4 - 6 years in technical support and helpdesk. Ability to showcase working knowledge on Excel is expected. Excellent problem solving, coordination and interpersonal skills driving to results and deliveries. Ability to provide leadership in customer service and customer communication. Target focused and result driven. Effective written and verbal communication skills. Ability to work under time constraints to ensure deadlines are met.
If you've made it down this far, we have to ask: What are you waiting for? Apply now! ADP in a nutshell:
ADP partners with organizations across the Asia-Pacific region by offering highly-configurable Payroll Managed Service and Statutory Compliance solutions. ADP carries with it 70 years of expertise and 58,000 employees worldwide. We believe in Powerful Technology + Real People = Awesome Results. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by DiversityInc® as one of the "Top 50 Companies for Diversity," ADP powers the working world with hire-to-retire solutions. Whether it's a small business on Main Street or a global enterprise, our leading solutions and expert guidance help over 740,000 clients around the globe reduce costs, stay compliant, and unlock their people's potential. Less paperwork. More teamwork.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.
ADP is hiring Lead Product Support Engineer for Malaysia.
Are you all about the follow up and follow through that helps you and your clients achieve serious results?
Do you derive joy out of helping others uncover creative solutions to complex problems?
Are you looking for a culture where you can bring your passions, put your unique skills to use, and learn as much as possible? If this sounds like you, then #HelloWork! This is just the opportunity you've been waiting for. First things first:
We believe people make great companies, not the other way around. Our people make all the difference in cultivating a down-to-earth culture where ideas are welcomed, and innovation is encouraged. The result? We're changing the world of work with our payroll solutions that help companies of all s focus less on work and more on success. Your role:
In this role, it's all about enabling our clients to be more effective employers by identifying, defining and assessing their needs. Our service teams make it happen by collaborating with our clients and other key internal stakeholders to ensure that we provide "Everyday Excellence" and improve our client's experience. (P.S. Did you know that the majority of our customers are not only satisfied, but they'd recommend ADP to someone else?). As Product Support Engineer, you will be responsible for manage the helpdesk by rightly assigning the tickets to the team and monitoring closure as per SLA for Malaysia. What you'll do: Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels is met. Ensure complete customer satisfaction based on NPS and TAT for closing tickets. Single point of contact to the customer/team for all product related queries both internal and external customers Should be able to develop continuous customer loyalty. Act as a further escalation point for unresolved or escalated tickets calls. Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles. Evaluate the JIRAs provided by each country's service team and collaborate with GPT on the release in the production environment Produce weekly and monthly statistics and performance reports. Consulting skill & experience to support this role to take on some key responsibilities, like train future country service team on new product new features / functionalities, client-facing technical conversation. Strong in technical experience / knowledge to quickly pick up Vista product knowledge and support address the system issues. Good communication to collaborate across multiple teams from different locations. As Product Support Engineer, you will be responsible for manage the helpdesk for SEA countries (SG,PH,MY) by rightly assigning the tickets to the team and monitoring closure as per SLA Qualifications you'll need: Experience: At least 4 - 6 years in technical support and helpdesk. Ability to showcase working knowledge on Excel is expected. Excellent problem solving, coordination and interpersonal skills driving to results and deliveries. Ability to provide leadership in customer service and customer communication. Target focused and result driven. Effective written and verbal communication skills. Ability to work under time constraints to ensure deadlines are met.
If you've made it down this far, we have to ask: What are you waiting for? Apply now! ADP in a nutshell:
ADP partners with organizations across the Asia-Pacific region by offering highly-configurable Payroll Managed Service and Statutory Compliance solutions. ADP carries with it 70 years of expertise and 58,000 employees worldwide. We believe in Powerful Technology + Real People = Awesome Results. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by DiversityInc® as one of the "Top 50 Companies for Diversity," ADP powers the working world with hire-to-retire solutions. Whether it's a small business on Main Street or a global enterprise, our leading solutions and expert guidance help over 740,000 clients around the globe reduce costs, stay compliant, and unlock their people's potential. Less paperwork. More teamwork.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.
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