Job reference #6170_8598071

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.

Insightful Expertise is a core value at ADP. In National Account Services, it’s one of the reasons the world’s largest companies – including 80% of the Fortune 500 – count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. We are a passionate partner committed to their success – and are looking for like-minded individuals who want to be part of our winning team.

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 NAS eTime Upgrade Representative provides technical guidance and support to clients and their IT personnel regarding inquiries and the resolution of software and hardware issues via phone, email and remote access for all supported applications and products. Supports clients on multiple Time and Labor Management platforms and their integration with the ADP Payroll platforms.

• Provides technical and product support in a high call-volume environment for the resolution of product hardware and software issues using phone, remote access and email within the time allotted. Analyzes client issues for first call resolution or escalates to the next level of support to ensure a timely resolution. Accountable for client-follow up.
• Supports and installs upgrades and assists in all technical problems on multiple versions of hardware configurations. Uses Subcase Queries, Intranet Tools and Technical Resources to locate solutions. Effectively troubleshoot, replicate and develop solutions for client issues. Access on various payroll platforms to help resolve client issues. Documents and communicates the results to the client and team members.
• Maintains accurate, complete and professional records of client contact through the systems available. Ensures case notes are thorough with details on the problem and the steps taken to bring to resolution.
• Calls clients on a proactive basis to ensure customer satisfaction and retention. Provides follow-up on client Quality Surveys. Maintains accurate records on client feedback.
• Represents team on new product pilots, product roll outs and focus groups. Provides an understanding of future enhancement requests for current software limitations and dispatches them to the Tech support team. Provides complex technical expertise for software and hardware related issues. Gathers client databases and environment variables to recreate client scenarios in a Lab environment in an effort to resolve complex database issues.
• Handles initial client escalations and coordinates with Tech Support, HR Business Partners and client to quickly and efficiently resolve client escalations. Acts as liaison between Implementation, Sales Support, Billing, Management, Payroll and other ADP partners to ensure problems are resolved in a timely and satisfactory manner. Authorizes hardware replacements and initiates client shipment from the warehouse.
• Mentors newly hired associates to ensure successful integration into the role. Works on projects to support departmental goals.

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;
• Candidates handling free-flowing troubleshooting calls is preferred
• Good exposure in Microsoft Office and any database platform is a plus
• Articulate and have a good grasp of the English language; ability to maintain a conversation is needed in the job
• Understands networking, LiveMeeting and other web-based tools

COMPETENCIES:

• Service excellence and ability to understand customer needs and create solutions to presented issues or concerns
• Ability to think out of the suggested work-flow; making sure that all issues are resolved within the parameters set in the ADP guidelines
• Detail oriented, skilled in documentation of processes or work-flow including the resolutions done with the Clients
• Open to learning new concepts, stays current on emerging technology and trends in order to provide technical support for current products or product rollouts. Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products.

About ADP: We power organizations with insightful 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 60+ years of experience as a world-wide leader of business outsourcing solutions. 

ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.

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.