Provides guidance and tier 2 support to to Total Source managers/ associates to resolve product and client employee issues by utilizing extensive product knowledge, problem solving skills and troubleshooting experience. Requires an advanced knowledge of ADP platforms, tools, and client specific information with an expert ability to navigate those applications. Strong product knowledge of Pay eXpert, HRB, ezlm,Workforcenow, enterprise, connections and third party service. Has a thorough understanding of internal ADP departments and their roles within the ESC process. Strong communication skills and proficient in technical support and problem resolution for complex issues related to all areas of the employee support center. Ability to manage multiple tasks while responding effectively to changing priorities.
Provides support to the employee service team via phone, CRM, email or in person, regarding the resolution of product and employee/manager problems. Coordinates communication with other departments to expedite responses to critical employee/manager situations. Utilizes extensive product/process experience to identify issues, troubleshoot employee/manager problems and assist with a resolution. May interface with client or third party administrators to troubleshoot / resolve issues. Deep understanding of the business and liablitiy risks involved in handling secure client data. Continually upgrades knowledge and skill base relating to both new product rollouts and existing products to increase proficiency in a technical support capacity. May champion and/or assist in the coordination and communication of special client events (e.g., related to annual enrollment / portal rollouts ), support new client on-boarding and transition to Service from Implementation, or assist in new product rollouts, releases/patches internally or withemployees/managers. Mentors all levels of service associates. Provides instruction and guidance on product and features, and specific processes and procedures, and soft skill development. Works with newly hired assoicates as a coach. Identifies training needs. Coordinates and may deliver training or booster classes to all levels. May provide work leadership in the absence of management by prioritizing critical issues, providing technical support, guidance and direction to ensure appropriate client support is delivered in a timely and effective manner. Responds to complex issues and escalations to ensure that support rendered meets or exceeds the employee/managers needs to ensure client satisfaction. Provides complex technical expertise and guidance to the less senior Specialists May provide input to decision making (i.e. assess the impact of new or revised) regarding operational objectives, processes, and procedures. Monitors and reports on the status of assigned projects including identification of actual or potential issues which may impact final results or delay deliverables.
Degree or Equivalent in Education - Experience
Some College
Major Area of Concentration
Benefits, Payroll and/or HR
Other education or certification requirements
FPC,CPP,PHR,CHRS,GBA,CEBS or equivalent, preferred
Years of Directly Related Experience
1-3 Years
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
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