Title
Senior Client Service & Product Support Consultant
Responsibilities
* Work closely with the Global Support Leadership Team on high profile client projects and initiatives
* Assist with escalation management and case prioritization by monitoring support queues and coordinating remediation efforts
* Ongoing review of dashboards and reporting to identify and advise on trends in the business
* Work directly with customers to troubleshoot and resolve application/system issues efficiently to drive customer satisfaction
* Build relationships and trust with customers on recurring customer meetings through open and interactive communication
* Collaborate with internal stakeholders and management to reduce defects and improve overall product/system performance
* Contribute to customer self-help by authoring relevant knowledge base content
* Stay current on technical specifications for WorkForce Software products and Human Capital Management applications through continuous learning activities
Requirements
* Strong technical and analytical aptitude, specifically in complex, enterprise software applications
* Prior technical/system support experience in a customer-facing role is highly preferred
* Experience with SQL and writing complex queries
* Excellent oral and written communication skills
* Prior customer service experience is highly preferred
* Experience with business applications, such as Word, Excel, etc.
* Must work well as a team member and individually
* Familiarity or experience utilizing Java, C#, C++ or 4GL programming languages
* Experience or background in HR, Payroll, or Time and Attendance preferred
* Must be able to join on-call rotation and cover evenings/weekends as necessary
Education
* Bachelor's degree or equivalent experience
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.
#J-18808-Ljbffr