Job reference #6170_8627742
PRINCIPLE ACCOUNTABILITIES:
Helpline:
– Deal with application oriented questions regarding functionality of all ADP Canada Human Resource software products and regarding data fields in the applications, their purpose, and how they relate to other data elements in the database and HR practices generally
– Provide assistance with general Windows features and functions and how they relate to the HR products. e.g.: Print Manager, Clipboard, etc.
– Assist clients in functionality and problems resolution with ADP’s standard interfaces to payroll
– Provide expertise and assistance to clients on third party applications such as MS Word and Excel and how they inter-relate with the HR applications.
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Technical Support:
– Investigate all technical related calls, sourcing the cause of the issue and the best path to resolution – Determine the nature of technical related calls and escalate to technical services when necessary
– Assist clients with database management utilities in order to provide database expansion and integrity checks where required
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General:
– Provide installation assistance over the phone to clients for system updates and enhancements
– Document all incoming calls using the established call tracking systems
– Provide reports on a monthly basis for statistics on the helpdesk usage
– Monitor all outstanding calls and follow up with assigned technical representative if call has been escalated
– Monitor the database of calls to identify clients who may need to go on elevated status
– Interact with team members to advise and communicate any client situations or requirements
– Participate in weekly and monthly meetings
– Assist and participate in HRMS special projects and functions as required
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Experience, Skills, Academic:
EDUCATION
BA/Diploma in Business or equivalent in education and experience.
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CRITICAL POSITION CRITERIA:
– Fluently Bilingual, English and French
– Application knowledge on Word Processing, Spreadsheet, preferably MS Office products
– Thorough knowledge of Windows environments
– General knowledge of at least one network environment such as Novell or Windows
– Proven record of delivering excellent customer experience
– Strong interpersonal skills, the ability to communicate effectively (both verbal and written) and the ability to organize tasks in a logical priority. The ability to work independently and as part of a group or a team.
– Excellent verbal communication skills and proven analytical skills
– Aptitude for learning new applications and operating environments
– Demonstrated ability to be a team player
– Two to four years of experience in Human Resources administration, HRIS implementation, training, consulting or a related role preferred
– HR designation is desirable
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NOTE TO APPLICANTS: Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check.
Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.