Principal Client Tech Support Consultant

Position Description

ADP is hiring aPrinc Client Tech Supt Cnslt.

• Are you ready to join a company offering career advancement opportunities throughout your career journey?
• Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?

If so, this may be an opportunity for you. Read on and decide for yourself.

In this role, you will serve as ADP's Subject Matter Expert for supporting the front line, ensuring associates have the tools necessary information needed related to our products and functionality. This will include issue resolution, answering associate questions, creating content to help support Product functionality process, and more. You will work with associates who have clients with between 50-999 employees and provide support through various partnerships with the field, peers, GPT, others. Every day will be different because the questions you receive will vary, and so will the solutions you provide in your various interactions.

Requirements

What you can expect on a typical day:

• Be a Trusted Advisor.Working independently or as part of a team, you will serve as a consultant in servicing ADP's products/technologies. You will use a breadth of expertise to help ADP's clients solve problems by taking a broad perspective to identify solutions, resolve issues, and provide solutions.
• Build Relationships. You will build relationships with clients using the phone, email, and/or chat, where you will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."
• Educate. You will leverage your ADP product services knowledge to provide solutions to issues and questions and help build client understanding around our products' value. You will turn client input into recommendations for ADP leadership on best practices and solutions training.

TO SUCCEED IN THIS ROLE:Required Qualifications

• At leasttwo yearsof previous professional work experience

A college degree is great but not required. What's more important is having the skills to do the job. If you don't have a college degree, other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

• Research, Troubleshoot, and Resolve. You will be a critical support resource acting as a Subject Matter Expert for the Next Gen Payroll product. You will research, troubleshoot, and resolve ADP/client application issues in the areas of system setup, product functionality, product enhancements, and general client inquiries. You will analyze complex client requirements for payroll, benefits, time, and human resources policy and procedures.
• You will be the point of escalation for ITLs and SSSs supporting Next Gen clients. You will monitor the CEH escalation queue, triage issues submitted, and submit support tickets through JIRA when needed. As issues are updated or resolve, you will communicate the results to the originator of the request. Solve complex problems; helping teams take a new perspective using existing/available solutions. You will remain up to date on all Payroll releases and functionality to support field inquiries.
• Helps the GPT Organization to troubleshoot and resolve problems and to explore opportunities for enhancement and improvement.
• Communicate and Exceed Client Expectations. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues.
• Educate and Provide Recommendations. You will leverage your ADP product and services knowledge to provide solutions to issues and questions and help build client understanding around our products' value. You will turn client input into recommendations for ADP leadership on best practices and solutions training.
• You will attend and support Product Enablement efforts, including participating in testing, preparing and delivering booster training, and providing input into approach for roll out. You will also assist in monitoring progress on pilots and providing recommendations on how to roll out for General Availability.
• Maintains a strong knowledge and high level awareness of industry standards and best practices, applicable ADP products, regional operating systems and procedures.
• Understands business needs and participates as a decision maker in the implementation of new or revised ADP products, programs and features.
• During the process, ensures alignment with the needs of the key stakeholders.
• Collaborates with field leadership and other key stakeholders to ensure alignment to strategic initiatives to improve the client experience.
• Proactively communicates strategy, direction and results with field leadership.
• Serves as liaison amongst field leadership and other key stakeholders to gather and analyze business requirements, and manage issue resolution.
• As the role of Principal Client Tech Support Consultant, accountable for the completion of the business requirements, understanding the client and associate impact, monitoring benefit realization and achieving the strategic vision of the program.
• Identify critical issues and removes obstacles to ensure successful project(s) completion. Function as the decision maker on issue prioritization and resolution.
• Performs other related duties as assigned.

About ADP

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.