Sr Tech Support Specialist

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

Provides functional, procedural, and technical guidance to the Comprehensive Services organization (HR, Ben, Payroll, RM, etc.) to resolve product & client issues by utilizing extensive product knowledge, problem solving skills & troubleshooting experience for current platform with regards to Essential Time module. Partners closely to share best practices and product knowledge for Essential Time. Assists with growth & development of service associates by identifying training and mentoring opportunities and assists with facilitating training. Participates in projects such as system rollouts & releases.

Aids overall client satisfaction by providing dedicated ownership of large, complex, value-added tasks and/or services requiring project coordination with tenured, skilled and dedicated team resources. Works with internal business partners including sales, relationship managers, implementation, client services and technical support to strategize best practices for project resolution and client system optimization for Essential Time. 

We currently have opportunities available in : 

• CS Essential Time Service- Inbound Role

1. →Provides advanced application support to admin practitioner and internal associates via phone, chat, Salesforce/Henry, email or in person for Comprehensive HR, Comprehensive Payroll, regarding the resolution of product and client issues. Utilize extensive product/process experience to support all current versions of Time & Attendance offered to Comprehensive Services clients and identify issues, troubleshoot client problems, and assist with resolution. Coordinates communications with other departments to expedite responses to critical client situations. May interface with client or 3rd party administrators to troubleshoot/resolve issues.
2. →Continually upgrades knowledge & skill base relating to both new product rollout & existing products to increase proficiency in a technical support capacity. May champion and/or assist in the coordination & communication of special client events, assist in new product rollouts, releases/patches internally or with clients. May also assist in helping client adapt to regulatory changes.
3. →Mentors all levels of service associates. Remain current with emerging technology in order to provide technical support for new product rollouts and/or existing offerings. Provides instruction & guidance on product & features, & specific processes & procedures, and soft skill development. Effectively troubleshoot, replicate, and develop resolution for client issues. Work with newly hired associates as a coach. Identifies training needs. Coordinates & may deliver training or booster classes to all levels.
4. →Responds to complex client issues & escalations to ensure that support rendered meets or exceeds the client's needs to ensure client satisfaction. Provides complex technical expertise & guidance to the less senior Solutions Consultants. May provide input to decisions making (i.e., assess the impact of new or revised) regarding operational objectives, processes, & procedures. Monitors & reports on the status of assigned projects including identification of actual or potential issues which may impact results or delay deliverables.
5. →Mentors and trains newly hired associates to ensure successful transition. Works closely with development in determining future product enhancements based on documented and cataloged feedback from field associates and clients. Stay up to date on future application developments within the company and within the business sector. Diagnosis of the most complex client related problems.
6. →Responsible for the successful service delivery of large, complex, value-added task/projects to clients. Projects require advanced functional area knowledge and/or advanced product expertise and could have multi-product implications.

• →Identifies and develops project plans.
• →Monitors project progress and provides regular updates to the client, and vested ADP stakeholders.
• →Determines the components of the project and prepares project plan and scope of all required activities, including involving all ADP Business units whose assistance may be required.
• →Performs testing and validation as required.
• →Resolves any problems or issues that may arise throughout the project.
• →Support clients by supplying resources such as documentation and training
• →Act as Project Manager to coordinate client re-engagements. Assess current utilization of related ADP product and client knowledge. Make recommendations to enhance current scope of products and training needs, in conjunction with client, prepare project plan to implement recommendations.
• →Based on technical expertise, selected to participate in pilots, councils and roll outs in a leadership capacity. Participates in team initiatives (internal and external) to strengthen relationship building and cross team processes. Liaison to other functional areas including Sales, Relationship Mgmt. Implementation and Finance.

• →Versed in Essential Time
• →3 - 5 years’ experience as a Client Service or Implementation associate.