Principal Client Technical Support Consultant

We are currently seeking a Principal Client Technical Support Consultant to support ADP/MasterTax, an in-house payroll tax processing software.

This role is responsible for providing timely and effective technical support to internal and external clients while managing multiple priorities in a structured, metrics-driven environment. The ideal candidate is a reliable and highly organized professional with strong MasterTax system and process knowledge. Success in this position requires technical aptitude, sound judgment, consistent follow-through, and the ability to manage competing priorities without sacrificing accuracy, quality, or client service.

• →Provide technical support to internal and external clients using MasterTax through phone, email, Microsoft Teams, and remote-access tools when necessary.
• →Manage multiple support tickets and competing priorities based on client impact, urgency, deadlines, and established service expectations.
• →Analyze, troubleshoot, test, and replicate system and processing issues to determine the appropriate resolution or next step.
• →Apply knowledge of MasterTax systems, processes, and payroll tax workflows to resolve client inquiries accurately and efficiently.
• →Review escalated tickets promptly and ensure the priority, reported issue, business impact, actions taken, and next steps are clearly documented.
• →Take ownership of assigned tickets and maintain timely communication through resolution, including when assistance is required from Tier 3 Support or another department.
• →Escalate critical and high-impact issues to the appropriate resources with urgency.
• →Gather the information needed to investigate and resolve issues, including client impact, applicable deadlines, troubleshooting steps, error messages, screenshots, logs, and supporting documentation.
• →Maintain complete and accurate case notes within the customer relationship management system, including the reported issue, research completed, resolution steps, and final outcome.
• →Monitor open tickets, follow up on outstanding information, and communicate potential delays or risks promptly.
• →Identify and communicate available workarounds or alternative solutions when an immediate resolution is not available.
• →Respond to client and internal inquiries promptly and professionally.
• →Communicate technical information clearly and in a way that clients and internal partners can understand and act on.
• →Collaborate effectively with associates, technical teams, and cross-functional partners to move issues toward resolution.
• →Work independently, exercise sound judgment, and recognize when additional support or escalation is required.
• →Identify recurring issues and recommend improvements to systems, processes, training, or support documentation.
• →Share knowledge and provide guidance to support the development and success of the broader team.

• 3+ years of customer service experience
• 2+ years of experience supporting or working with MasterTax
• Demonstrated knowledge of MasterTax systems, processes, and payroll tax workflows
• Proven ability to manage multiple assignments, establish priorities, and meet deadlines in a high-volume, metrics-driven environment
• Strong reliability, accountability, and consistent follow-through
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to investigate, replicate, and clearly document technical or processing issues
• Ability to learn and apply new systems, processes, and technical concepts
• Excellent written and verbal communication skills
• Ability to summarize complex issues and explain technical information clearly and concisely to technical and nontechnical audiences
• Strong client relationship and interpersonal skills
• Strong organizational and time-management skills
• Ability to work independently, exercise sound judgment, and collaborate effectively in a team environment
• Proficiency with Microsoft Outlook, Word, Excel, and Teams

• Advanced knowledge of MasterTax systems and processes
• Experience troubleshooting payroll tax software, system configuration, data, access, or processing issues
• Experience using a customer relationship management or ticketing system
• Experience collaborating with Tier 3 Support or other specialized departments
• Experience serving as a subject-matter expert, mentor, or escalation resource
• Experience identifying recurring issues, process gaps, and opportunities for improvement
• A college degree is preferred but not required. Relevant experience, technical knowledge, problem-solving ability, and demonstrated success supporting MasterTax clients are equally valued.