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 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 (https://www.adp.com/about-adp/awards-and-recognition.aspx) . 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.
