Sr Technical Support Specialist

In this role, you will provide consistent, high-quality service to ADP clients. In addition, you will serve as ADP’s front-line for solving clients’ challenges, including issue resolution, answering questions, helping clients, and more. Depending on your specific team or role, you will be providing support using phone, email, or case-based communication. 

To thrive in this role, you must be comfortable working in a metrics-driven environment as part of a structured day. Adaptability, empathy, self-motivation, and organization are must-haves in this job. You will need to balance your workload, handle back-to-back inquiries, and focus on what is important. In return, you can expect job satisfaction by being the one person who saves the day for our clients. 

What you’ll do: 

• Be a Trusted Advisor and Problem Solver. You will use a breadth of expertise to help ADP’s clients solve problems by taking a broad perspective to resolve issues and provide solutions.
• Build Relationships. You will build relationships with clients using the phone, email, and/or chat, where 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.”
• Superior Time Management. You adhere to a daily schedule and organize yourself to deal with a high volume of inbound escalations/issues. Daily phone time may increase during peak seasons.
• Demonstrate Client Focus. You place a strong focus on client satisfaction. You will assist clients to troubleshoot and resolve issues in a timely and professional manner.

TO SUCCEED IN THIS ROLE: 

• Minimum of 2 years in a service, hospitality or call center environment.
• In-depth understanding and knowledge of US Payroll Processing Methodology (time and attendance, advanced reporting, etc..)
• Experience with creating documentation including business requirements, process flow and functional/technical specifications.
• Experience with writing custom payroll calculation rules and updating the payroll schema to cater the business needs. 
• Over the phone and in writing, your communication style is clear and easy for our clients to understand and act on. You will need to communicate clearly and quickly to summarize a problem and explain a solution.
• You must be proficient in using Microsoft Office tools, including Outlook, Word, PowerPoint and Excel, as well as have excellent analytical and time management skills.

Required Experience 

• Experience noted above OR
• College degree in related discipline OR
• Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you have developed and are excited to provide an environment where you can continue to make a meaningful impact.

BONUS POINTS FOR THESE: 

• CPP, FPC, SHRM-CP or similar industry related certification
• 2+ years of experience with Workforce Now [insert specialty area – payroll, HR/BEN/Talent, etc..] (or ADPR, Workforce Manager)

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.