Job reference #6170_8566074

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.

Technology at ADP. It’s the foundation of the products and services that have made us a world-wide leader in workforce solutions. With us, you can combine technical skills and business acumen, to effectively consult as well as solve technical challenges. You have the opportunity to train on leading-edge technologies that continually redefine what’s possible in our industry.

The Canada MAS Time Labor Management Representative provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all ADP supported applications or products. Support the end users, including installation, upgrades, maintenance, troubleshooting and diagnostics to determine solutions and alternatives. Stays current with emerging technology and trends in order to provide technical support for product roll-outs and/or existing offerings.

• Responsible for the extent of time spent on the phone including hold time and after call work time. Being able to meet the necessary metrics as follows: AHT of 14 minutes or lower is considered good. AHT of 16 minutes to 14 minutes are acceptable, but will be monitored to gauge Associate improvement. 
• Ability to meet the % of cases closed by the representative receiving the call as measured by the eAccess system. Good performance is 88% or higher. Performance of 82% to 87%, while acceptable is monitored for improvement. 
• Able to follow and meet expectation on the schedule given as well as proper utilization of their time. Performance of 90% is good. Adherence of 85% to 89% is acceptable, but will be monitored for improvement. 
• Performance will be evaluated by the Call Mentor using SiSTM and ICH. Associates are expected to score passing mark on quality, to wit: 92% or higher is considered good, score of 88% to 91% are acceptable. Associate calls will be monitored to gauge performance improvement.

REQUIREMENTS:

• Fresh Graduates are highly encouraged to apply.
• Candidate must possess at least High School Diploma, Vocational Diploma/Short Court Coursed Certificate, Bachelor’s Degree, any field
• At least 6 months to 1 year BPO/Shared Services experience, general office, customer service and/or data entry experience.
• Above average verbal and written communications skills, analytical and problem solving skills.
• Preferably with experience in using MS Office applications
• Proven experience using the telephone in a high volume environment.
• Basic knowledge of math, ability to work with numbers.
• MCP or MCDST preferable. 
• Technical knowledge of Microsoft O/S and internet browsers, MCDST, A+ certification is a plus. 
• Extensive experience in the use of Excel and Macros. 
• Extensive skills in analyzing spreadsheets. 
• Understanding of Single Sign On Technology. 
• Familiar with Windows XP/Windows 7 Professional. 
• Windows based network configuration protocols, mapping drives, and installing software. 
• Familiarity with Remote software, understanding of Windows Explorer, and copy and paste files. 
• Proficient in call handling and provide professional end user support via telephone. 
• Work effectively in a team environment. 
• Ability to research and solve end user questioning. 
• Ability to work under pressure is a must. 
• Ability to consistently deliver quality service under the pressures of volume variances in inbound calls, length of calls, and escalations. 
• Ability to be multi-tasked, work in a fast paced team and meet deadlines. 
• Responds promptly and professionally 
• Willingness to take ownership and continuously improve.

COMPETENCIES:

• Delivering world-class service and satisfaction to all clients – internal, external, diverse and emerging. 
• Ability to understand client expectations and provide excellent service to fulfill client expectations. 
• Solving day-to-day problems that align with ADP’s mission, vision, and values. 
• Shares ideas and information across multiple audiences to drive the business need. 
• Acting in ways that help deliver results in a fast-pace and diverse environment. 
• Collaborating effectively with colleagues and clients to achieve and surpass shared goals. 
• Holding self and others to the highest personal and professional standards. 
• Achieve satisfactory level technical and professional skills in a changing environment. 
• Ability to analyze client issues to determine if resolution can be found on initial call or if second level of support is required. 
• Supports and installs upgrades and assists in all technical problems (i.e. performance, security, etc.) for the ADP supported products. 
• Effectively troubleshoots, replicates, and develops workarounds for client issues. 
• Documents and communicates the results to the client and/or Corporate Development. 
• Maintains appropriate records of client contact through the CRM system. 
• Uses Knowledge Management database to locate solutions to issues. 
• Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.

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.