Provide Technical Support for payroll products and associated processing to internal and external clients of ADP to ensure optimal responsiveness and issue resolution, while delivering World Class Service.
Key Responsibilities:
* Responding to requests from both internal and external clients for technical support of our payroll products and associated processing functions
* Technical setup and support of the Payforce clients predominantly on the ADP environment
* Technical support of Time and Attendance time recording systems (hardware)
* To provide both remote and on-site support for the resolution of technically related issues
* To acquire and maintain knowledge of ADP's software and systems in order to fulfil the position's duties in an effective manner
* To effectively manage personal and team workloads when required to ensure the best outcome for clients at all times.
* Accurately record all interactions with clients via current CRM tool (Incidents, requests, how-to queries)
* Escalation of issues in line with Critical Incident process
* Respond to and resolve queries within Agreed Service Level agreements
* Promote a Continuous Improvement culture.
* Follow standard operating procedures and identifying opportunities for creation or improvement of information
* Actively contribute to existing knowledgebase, known error database & solutions database.
* Promote end user/ customer education (self-help)
* Availability for a rotating roster as required
Experience:
* 1 – 5 years working in Customer Service environment.
* 1 – 5 years working in Help Desk/ Technical Support centre
* Sound experience with Citrix (Director/Studio), AD (Active Directory) and Remote support concepts.
* Understanding of basic networking principles a must
* Significant experience working with computer hardware components and resolving hardware problems. Time clock experience viewed favourably.
* Demonstrable experience working to critical and conflicting deadlines.
* Previous exposure to CRM ticketing systems