Sr. Client Tech Support Consultant - San Dimas, United States - ADP

ADP San Dimas, United States

Found in: One Red Cent US C2 - 3 weeks ago

Full time

Description

Sr Client Tech Support Consultant

Unlock Your Career Potential: Technology at ADP.Provide technical and operational support on regular production issues, processes and procedures; resolve product and service concerns and/or opportunities by utilizing product knowledge and organization acumen. Support cross business unit segments: SBS, MAS, and NAS or MasterTax only; act as the subject matter expert for multiple products and/or functions (payroll tax filing, TAXService, MasterTax, Garnishment Services, UCS, WGPS, FSDD, Treasury Operations, Risk Policies, Funds Control, Loss Prevention, Funds Recovery, Field Services, and Trust Accounting). Develop relationships internally and externally that foster collaboration; maintain a knowledge level of support areas conducive for effective analysis of solutions.

RESPONSIBILITIES:

Mentor and train newly hired associates to ensure successful integration andsuccesswithin the role.

Call listening: Internal and external calls (real time and recorded calls, evaluate quality and accuracy through SR review and screen shots)

Identify training needs for the department and assist with training development programs. Provide feedback to leadership team; act as a point of escalation in the absence of leadership for critical issues and department priorities.

Provide technical support to internal and external users regarding the resolution ofescalatedissues, processes, and procedures; respond promptly and professionally; analyze impact and scope to determine tier-one resolution.Skilled in listening, identifying needed training and skills.

Provide complex technical expertise for industry standard, database applications. Review and communicate compliance obligations,highlighting client service opportunities and/or enhancements.

Maintain appropriate record of resolution through the CRM system. Use Knowledge Management database to locate solutions to issues. Ensure case notes thoroughly detail the problem and resolution are comprehensive of the issue and are documented professionally.

Document and provide Medallia client journeys, associatecoaching and identify themes for OSAT/ CES detractors. Document and identify themes within A2A surveys and other BU specific surveys.

Act as liaison between internal and external users, business partners (WFM and CAET), clients, client services, technology, and/or corporate support to ensure high impact problems are resolved in a timely and satisfactory manner.

Lead Calibration/ Client journey exercises with all areas of the business.

Stay current withCalabrioemerging technology and trends in order to provide technical support for product rollouts and/or existing offerings. Remain proficient on operating systems, operations acumen, and daily operations. Assist in developing internal documentation to support new features and procedures for product enhancements. May act independently as an Informational Technology (IT) liaison; provide technical and operational support as needed.

Perform other related duties as assigned.

QUALIFICATIONS REQUIRED:

Tax, payroll and/or financial experience required. Equivalent technical training & experience in client relations.

1-3 years;Experience with identifying, resolving and implementing system modification and enhancements. Basic working knowledge of business operations

PREFERRED QUALIFICATIONS:Preference will be given to candidates who have the following:

Strong client relationship and interpersonal skills

Ability to troubleshoot and resolve customer complaints using pre-defined solutions

Demonstrated ability to learn and apply basic concepts in new situations

Organizational skills including the ability to multi-task, set priorities, and follow up in a timely manner

Ability to collaborate and work in a team environment as well as work independently and make sound decisions

Bachelor's degree

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is $ $52.79/Hour

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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 to learn more about ADP's culture and our full set of values.

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