Technical Support Specialist

Technical Support Specialist

JOB PURPOSE: To investigate and solve simple and complex client queries, issues and requests. Maintain application: light development, new calculation rules, parameters.

KEY RESPONSIBILITIES:

To ensure delivery of Stellar Service through:
 Resolving simple and complex client queries, issues and requests to client satisfaction
 Ensure that product knowledge is kept up to date.
 Identifying and implementing service and process improvements
 Contributing to the Root Cause Analysis about the issues raised by the clients.

KEY DUTIES/TASKS:

 Communicate, when needed, with clients to ensure full and joint understanding of the query, issue or request; to keep the client updated on progress and ensure resolution fully meets their needs
 Communicate in an effective way with the T1 support colleagues, and with the colleagues of the other service (eg. Payroll), to ensure an effective and fast resolution of the client request.
 Take accountability for the successful resolution of escalated client queries, issues and requests within the agreed timeframe and to the right standard
 Use the relevant systems (CRM) to log, update and track client requests through to satisfactory resolution.
 Providing a contribution to the root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
 Actively managing own knowledge and skills to meet task productivity and quality standards
 Contributing to the special project (single or cross service)
 Identifying service, process and product improvements
 Providing continuous feedback to Implementation to improve the ADP product and its configuration during the setup.
 Perform other duties as required and as business dictates.

SUPERVISORY RESPONSIBILITIES:

 Will be expected to work under own initiative for day to day tasks in line with overall management guidance.
 Reports to the Technical Service Group Manager and has no direct supervisory responsibilities but will be expected to manage project resources.

SKILLS AND KNOWLEDGE:
Knowledge required:
 Microsoft Office (including Advanced Excel)
 Highest degree of ADP Payroll Products and/or Technical Skill knowledge
 Strong data importing, extraction and report writing skills
 Payroll or T/A legislation rules (CCNL)

Skills required:
 Must be able to demonstrate the competencies as detailed in the Leadership
Expectations for Individual Contributors
 Good organizational skills
 Ability to organize a large volume of concurrent work in order to achieve productivity targets
 Ability to remain calm under pressure and deliver consistent and high quality service to clients
 Good analytical approach to problem solving and decision making.
 Effective team player who is able to contribute to team culture and targets
 Must demonstrate the competencies as detailed in the Leadership Expectations

Leadership Expectations:
 Business Leadership: Creates and articulates a vision and inspires others to action. (Strategy and Planning- Results Accountability)
 People Leadership: Focuses on Impactful Communication and Relationship Building to develop internal and external relationships required for success.
 Market Leadership: Drives a performance based culture that engages associates to achieve excellence(Client focus – Outside in Perspective – Bias for grow

EDUCATION AND EXPERIENCE:
 Strong customer service experience
 IT and/or technical experience
 Effective communication skills, both verbal and written, at all levels
 Customer service skills

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.