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
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