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Job Description
- Req#: 266233
- Research, Advanced Troubleshooting, and Resolve. You will research, troubleshoot, and resolve ADP/client application issues in the areas of system setup, product functionality, product enhancements, and general client inquiries. You will analyze complex client requirements for payroll, benefits, time, and human resources policy and procedures. You will take the initiative to seek answers, solutions, and positive outcomes in a timely manner for both the client and ADP.
- Communicate and Exceed Client Expectations. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues.
- You will set priorities, organize your day, multi-task, change direction, and provide prompt follow-up. You will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."
- Educate and Provide Recommendations. You will leverage your ADP product and services knowledge to provide solutions to issues and questions and help build client understanding around our products' value. You will turn client input into recommendations for ADP leadership on best practices and solutions training.
- Prior client service or systems integration experience
- Demonstrate mastery of ADP product knowledge in Enhanced Time & Workforce Manager
- A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable
experiences could include:
• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success - Subject matter expert in Workforce Manager software.
About the company
ADP offers industry-leading online payroll and HR solutions, plus tax, compliance, benefit administration and more.
Description
ADP is hiring a Lead Technical Support Advisor to support Workforce Manager in our Comprehensive Services space.
• Are you ready to join a company offering career advancement opportunities throughout your career journey?
• Do you want to join a company with award-winning training and world-class service guidelines to help you
achieve success, growth, and continued learning?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?
If so, this may be an opportunity for you. Read on and decide for yourself.
In this role, you will serve as ADP's front-line for solving client challenges – including issue resolution, answering questions, helping clients, training their users on ADP technology, and more. You will work with clients who have 1,000+ employees. You carry the weight of ADP’s service reputation and client satisfaction in your hands. The nature of what you do every day will not change – your #1 goal is to help clients when they reach out. However, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions you receive, which will keep things interesting. But don't worry, our top-ranked training will help to set you up for success!
To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.
WHAT YOU'LL DO: Responsibilities
TO SUCCEED IN THIS ROLE: Required Qualifications
Qualifications
PREFERRED QUALIFICATIONS:
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