Lyric Time Service Consultant

KEY DUTIES/TASKS:

• Responsible for the successful resolution of client issues for Lyric solution – Time and other components, native or integrations; consider all integrations impacted for actions in Lyric production and communicate accordingly
• Stay updated on industry trends and global as well as local requirements for time management; attend product training evolve alongside the HR Solutions
• Communicate with the internal stakeholders managing the other integration components (Celergo/GV Service teams, Payroll Partners) / customer contacts to understand in-depth technical aspects of the customer requirements
• Provide technically accurate and sustainable resolutions to client reported problems; collaborate closely with product teams
• Function as a liaison between the client and the integration components by coordinating the steps towards understanding and resolving any issue raised
• Develop and maintain excellent relationships based on trust and credibility with all our customers and internal stakeholders
• Help in continuously improving the support to maintain a high level of customer satisfaction
• Work with implementation and product development teams around the globe to identify and report defects and enhancement needs
• Adjust set up of the product when requested
• Assists in developing customized client content, processes, documentation, and communications
• Maintain and contribute to the Knowledge Management tool content
• Maintains open lines of communication with internal business partners to ensure tight coordination on issues requiring cross-functional support and collaboration
• Adhere to ADP standards, policies and methodologies in all areas of business

What you can expect on a typical day: 

• Research, Troubleshoot, 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 analyse complex client requirements for time policies 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. Each client has their own unique custom version of the solution and they need to make the best out of it – that is where your expertise comes in. You will turn client input into recommendations for ADP leadership on best practices and solutions training.

REQUIREMENTS:

• Graduates / Postgraduates studies
• Excellent communication oral and written, listening skills
• Proficiency in English, both written and verbal
• Advanced French or Spanish; German as a nice-to-have
• Experience with Time management solutions, in implementation or service processes – 4+ years
• Prior client service or systems integration experience, preferably in a technology-based environment
• Problem-solving techniques and the ability to learn new technologies
• Strong client-centric attitude

PREFERRED QUALIFICATIONS

• Experience in ADP Time applications.
• Experience in HR, Benefits, and/or Payroll
• Knowledge of international time and labour laws

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We’ve received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.