Job reference #6170_8414947

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 Major Accounts Services, it means that we build exceptional business solutions for our clients so they can focus on what matters most to them – growing their business. 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 MAS Technical Services Analyst shall 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.

• Tasked to handle first tier called-in cases to be closed/resolved as measured by the eAccess (Clarify) system. Expected to receive 90% maximum score in all transactions received; whereas, performance rating of 80%-89% is considered acceptable but scores with 79% below is considered unacceptable and will merit coaching for improvement.


• Expected to adhere with the plotted work schedule. 97% adherence rating is considered exceeding expectations; 90% to 96% is acceptable and 89% is considered unacceptable with coaching opportunity for improvement.


• Responsible for the delivery of quality service as remotely monitored by the Call Mentors. A score of 95% or higher is considered exceeding expectations, while scores of 85% to 94% are meeting expectations, but will be monitored to gauge Associate improvement.


• Accountable for the quality of work through Transactional Survey answered by clients. A score of 98% or higher is considered exceeding expectations, while scores of 95% to 97% are meeting expectations. 94% below is considered below expectations with coaching opportunity for improvement.


• Accountable for the efficiency of work measured through Average Call Handling Time generated by the Avaya and CMS phone systems. Goals and Ratings will be based on supported products and/or skills assigned.


• Assists and troubleshoots Homepage Portal customization including uploading company logo, files, content items, custom themes, adding smartlinks. Configures security groups and company directory, creating new hire and verification events simple to complex workflows (changing/deleting workflow paths, workgroups, membership rules, etc), and Support Center walk-through.


• Provides Security Management support such as: Self-Service Registration, Client ID, New User, Login-issues, Identity Verification and reports.


• Helps in Administrator Access related concerns (issuance, resetting passwords, downloading, and troubleshooting installation issues).


• Assists in Secured email management including password resets and account deletion and registration.


• Provides support on hardware, software and internet-based issues as needed to attend online ADP product classes.

REQUIREMENTS

• Bachelor’s degree preferred.


• 1 to 3 years high volume, problem resolution, client services experience.


• U.S. payroll knowledge is a plus.


• Possess good time management and organizational skills


• Strong verbal and written communication skills


• Strong technical skills with good understanding of and ability to support Microsoft Office Suite, operating systems, Client server and TCP/IP


• Problem solving and troubleshooting skills


• Ability to multi-task


• Client conflict resolution


• Good collaboration skills. 

COMPETENCIES

• Delivering Stellar service and satisfaction to all clients – internal, external, diverse and emerging.


• Excellent communication skills – oral and written.


• Analytical and collaborative approach to problem solving. Collaborating effectively with colleagues and clients to achieve and surpass shared goals.


• Acting in ways that help delivers results in a fast-pace and diverse environment. Ability to multi-task and adapt to change quickly.


• Holding self and other to the highest personal and professional standards. Strong sense of accountability and ownership. 

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.