Join to apply for the MY -- Lead Product Support Engineer role at ADP
3 days ago Be among the first 25 applicants
Join to apply for the MY -- Lead Product Support Engineer role at ADP
Get AI-powered advice on this job and more exclusive features.
ADP is hiring Lead Product Support Engineer for Malaysia.
Are you all about the follow up and follow through that helps you and your clients achieve serious results?
Do you derive joy out of helping others uncover creative solutions to complex problems?
Are you looking for a culture where you can bring your passions, put your unique skills to use, and learn as much as possible?
If this sounds like you, then #HelloWork This is just the opportunity you've been waiting for.
First Things First
We believe people make great companies, not the other way around. Our people make all the difference in cultivating a down-to-earth culture where ideas are welcomed, and innovation is encouraged. The result? We're changing the world of work with our payroll solutions that help companies of all s focus less on work and more on success.
Your Role
In this role, it's all about enabling our clients to be more effective employers by identifying, defining and assessing their needs. Our service teams make it happen by collaborating with our clients and other key internal stakeholders to ensure that we provide "Everyday Excellence" and improve our client's experience. (P.S. Did you know that the majority of our customers are not only satisfied, but they'd recommend ADP to someone else?).
As Product Support Engineer, you will be responsible for manage the helpdesk by rightly assigning the tickets to the team and monitoring closure as per SLA for Malaysia.
What You'll Do
* Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels is met.
* Ensure complete customer satisfaction based on NPS and TAT for closing tickets.
* Single point of contact to the customer/team for all product related queries both internal and external customers
* Should be able to develop continuous customer loyalty.
* Act as a further escalation point for unresolved or escalated tickets calls.
* Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.
* Evaluate the JIRAs provided by each country's service team and collaborate with GPT on the release in the production environment
* Produce weekly and monthly statistics and performance reports.
* Consulting skill & experience to support this role to take on some key responsibilities, like train future country service team on new product new features / functionalities, client-facing technical conversation.
* Strong in technical experience / knowledge to quickly pick up Vista product knowledge and support address the system issues.
* Good communication to collaborate across multiple teams from different locations.
* As Product Support Engineer, you will be responsible for manage the helpdesk for SEA countries (SG,PH,MY) by rightly assigning the tickets to the team and monitoring closure as per SLA
Experience
Qualifications you'll need:
* At least 4 - 6 years in technical support and helpdesk.
* Ability to showcase working knowledge on Excel is expected.
* Excellent problem solving, coordination and interpersonal skills driving to results and deliveries.
* Ability to provide leadership in customer service and customer communication.
* Target focused and result driven.
* Effective written and verbal communication skills.
* Ability to work under time constraints to ensure deadlines are met.
If you've made it down this far, we have to ask: What are you waiting for? Apply now
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Human Resources Services
Referrals increase your chances of interviewing at ADP by 2x
Get notified about new Product Support Engineer jobs in Greater Kuala Lumpur.
Ara Damansara, Selangor, Malaysia MYR96,000.00-MYR138,000.00 1 month ago
WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 weeks ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago
L2 Technical Support Consultant & Backend Engineer (Malaysia)
Petaling Jaya, Selangor, Malaysia 1 month ago
Petaling Jaya, Selangor, Malaysia 4 months ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago
Petaling Jaya, Selangor, Malaysia 4 days ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago
WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago
Regional Technical Support Engineer (Mechanical)
Petaling Jaya, Selangor, Malaysia 1 day ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago
Senior Technical Support Service Engineer (Chillers)
Petaling Jaya, Selangor, Malaysia 4 days ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days ago
Bangsar South, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago
Senior Technical Support Engineer-Malaysia
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 15 hours ago
Bangsar South, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago
Petaling Jaya, Selangor, Malaysia 4 months ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago
Senior Technical Support Engineer (Tier 3)
Sales & Technical Support Engineer (ICT / Communication Equipment)
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago
Global Technical Support Engineer – Kuala Lumpur Based (9 Month Contract Role)
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago
We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr