Sr Technical Support Specialist

United States·Tempe Az (111 W Rio Salado - ) - TempeNormalsenior

Customer SupportTechnical Support Specialist

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Quick Summary

Key Responsibilities

Provide advanced application support to service associates through phone, chat, CRM, email, or in-person support Troubleshoot, replicate,

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Customer SupportTechnical Support Specialist

Unlock Your Career Potential: Leadership at ADP. At ADP, we're passionate about leading the way in Human Capital Management. Through leading-edge innovation, we're quickly changing the face of our industry and are looking for the right associates to help us make an impact. If you enjoy solving complex issues, supporting others, and delivering strong day-to-day results, you'll fit in with a team committed to service excellence every day.

ADP is hiring a Sr. Tech Support Specialist. This role supports continued production coverage and day-to-day Tier II service stability. The Sr. Tech Support Specialist is focused on strong production support, platform competency, and consistent service delivery across cases, chats, calls, and other support channels.

You will provide advanced support to service and implementation associates with escalated questions across ADP products and processes, including platforms such as WFN and EV4. You will partner across Client Services, Implementation, Management, and Corporate Support to help drive timely, effective resolution. To succeed in this role, you must be comfortable working in a fast-paced, results-driven environment while building technical depth across systems and support workflows.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

Responsibilities:

Provide advanced application support to service associates through phone, chat, CRM, email, or in-person support
Troubleshoot, replicate, and resolve client and associate issues involving supported products and workflows
Support day-to-day production needs across cases, chats, calls, and other service channels
Partner with Client Services, Management, and Corporate Support to resolve escalated or high-impact issues in a timely manner
Build and demonstrate comfort supporting platforms within scope, including WFN, EV4, and NextGen
Develop and maintain working knowledge of areas such as CCI, TOPS, Payroll, and HRSS
Maintain expertise in Tier II support while continuing to strengthen platform and process knowledge
Serve as a dependable resource to team members by sharing knowledge and supporting a positive team environment
Delivering training support for associates.
Partnering in initiatives to drive desired business outcomes like project pilots or business initiatives.
Maintain accurate case documentation, strong follow-through, and effective time management across assigned work
Participate in stretch assignments and learning opportunities as directed

Core Expectations:

Maintain a service and support mindset focused on resolution-driven outcomes
Interact professionally with clients, service partners, and external contacts
Demonstrate ownership and accountability for assigned cases, chats, and calls
Collaborate effectively with teammates and contribute to shared team success
Remain flexible in an evolving Tier II environment with a commitment to continuous learning and growth

Why This Role Matters:

This role helps maintain team coverage, service continuity, and consistent support delivery. A strong Sr. Tech Support Specialist strengthens daily operations by handling production work reliably, supporting escalations effectively, and continuing to build technical depth across the Tier II environment.

Qualifications:

Bachelor's degree or equivalent in education and experience
At least 3 years of client service experience
Strong troubleshooting and problem-solving skills
Ability to manage priorities and work effectively in a fast-paced support environment
Strong communication and collaboration skills
Comfort learning and supporting multiple platforms and processes
Knowledge of NextGen support is a plus, or willingness to ramp up quickly and build proficiency in NextGen

Preferred Qualifications: