17 days old

Technical Support I (Time \u0026 Labor Management product support) - 185651

Alpharetta, GA 30009
  • Job Code
\u003Cdiv\u003E\u003Cstrong\u003EADP is hiring a Technical Support Analyst I - TLM.\u003C/strong\u003E In this position you will provide Tier 2 technical support to associates and clients or their IT personnel regarding the resolution of product hardware, software and operating system issues via phone or remote access for all ADP Time and Labor Management supported applications or products in a high volume and professional environment. Identifies product issues and requirements and submits them to Tier 3 support or Development as needed. Takes ownership of escalated issues from high value ADP clients, works directly with the client or their IT personnel, including on-site visits if necessary. Suggests possible solutions to ensure they are maximizing the benefits of all related ADP applications to meet the client\u0027s specific need and advise of potential compliance issues.\u003C/div\u003E \u003Cdiv\u003E\u003Cbr /\u003EWork with various business units on projects regarding product enhancements or technology upgrades, including QA testing of new software releases and pilot planning for new releases. Will prioritize development items and work with various development teams to ensure requirements are met. Responsible for working directly with 3rd party integration platforms and multiple timeclock vendors for hardware related issues to ensure proper support for clients. Support the associate end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. Stay current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EAt ADP we are driven by your success.\u003C/strong\u003E We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.\u003Cbr /\u003E\u003Cbr /\u003EWe strive for every interaction to be driven by our \u003Cstrong\u003ECORE\u003C/strong\u003E values: \u003Cstrong\u003EInsightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, \u0026 Social Responsibility.\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003ERESPONSIBILITIES:\u003C/strong\u003E\u003Cbr /\u003E \u003Cul\u003E \u003Cli\u003EResponsible for advanced configurations requests from clients by conducting an in depth analysis of the requirements and determines the appropriate course of action to fit the needs of the client.\u003C/li\u003E \u003Cli\u003EIncludes payroll integration and interface changes when clients change payroll platforms.\u003C/li\u003E \u003Cli\u003EProvide technical support to internal associates (Implementation, Client Services, Management and Corporate Support) and/or clients regarding the resolution of product hardware, software and operating system issues via desk side, phone, or remote access for all supported applications or products.\u003C/li\u003E \u003Cli\u003EAccesses payroll system to help troubleshoot payroll processing or integrations issues and advises client.\u003C/li\u003E \u003Cli\u003EResponds promptly and professionally. Analyzes client issues to determine if resolution can be found on initial call or engage Tier 3 Support.\u003C/li\u003E \u003Cli\u003EInstalls and supports upgrades and assists in all technical problems (i.e. performance, security, etc.) for the ADP supported products.\u003C/li\u003E \u003Cli\u003EEffectively troubleshoots, replicates and develops workarounds for client issues.\u003C/li\u003E \u003Cli\u003EDocuments and communicates the results to the client and/or Corporate Development.\u003C/li\u003E \u003Cli\u003EMaintains accurate and complete records of client contact through the Clarify CRM system.\u003C/li\u003E \u003Cli\u003EUses Knowledge Management database to locate solutions to issues. Ensures case notes are professional, thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.\u003C/li\u003E \u003Cli\u003EMentors and trains newly hired associates to ensure successful integration into the role. Identifies training needs for the department and assists with training development programs. Also trains and mentors associates that take part in Technical Support rotations.\u003C/li\u003E \u003Cli\u003EProvides feedback to management on associates performance during rotation.\u003C/li\u003E \u003Cli\u003EStays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.\u003C/li\u003E \u003Cli\u003ERemains proficient on networks, operating systems, hardware, software, databases, browsers and related products.\u003C/li\u003E \u003Cli\u003EAssists in developing internal documentation to support new features and procedures for product enhancements.\u003C/li\u003E \u003Cli\u003EPerforms other related duties as assigned.\u003C/li\u003E \u003C/ul\u003E \u003Cstrong\u003EQUALIFICATIONS REQUIRED:\u003C/strong\u003E\u003Cbr /\u003E \u003Cul\u003E \u003Cli\u003E1 - 3 Years Client Service or Implementation experience\u003C/li\u003E \u003Cli\u003EPart of the training program will involve travelling to another location (to be determined) for 2 weeks in the February timeframe.\u0026nbsp; Must be able to travel.\u003C/li\u003E \u003C/ul\u003E \u003C/div\u003E \u003CP\u003E\u003Cdiv\u003E\u003Cstrong\u003EThis position can be in the Alpahretta, GA or Salem, NH office.\u003C/strong\u003E\u003C/div\u003E \u003Cdiv\u003E\u0026nbsp;\u003C/div\u003E \u003Cdiv\u003E\u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E Preference will be given to candidates who have the following:\u003C/div\u003E \u003Cul\u003E \u003Cli\u003EBachelor\u0027s Degree or its equivalent in education and experience\u003C/li\u003E \u003Cli\u003ETroubleshooting, Analysis, and Consulting\u003C/li\u003E \u003Cli\u003ETechnical - Product Knowledge (ADP TLM)\u003C/li\u003E \u003Cli\u003EBusiness Communication - written and verbal\u003C/li\u003E \u003Cli\u003EMathematical and Analytical\u003C/li\u003E \u003Cli\u003EOrganization and Time Management\u003C/li\u003E \u003Cli\u003EFacilitation/Presentation Skills - Microsoft Live Meeting/Power Point/WebX/Bomgar\u003C/li\u003E \u003C/ul\u003E \u003Cdiv\u003E\u0026nbsp;\u003C/div\u003E \u003Cdiv\u003EPlease check your email for an invitation to schedule a phone screening if you are selected for further consideration.\u003Cbr /\u003E(Please ensure your email is set to accept emails from ADP or check your Spam folders for emails from ADP - Career Opportunities)\u003C/div\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.\u003C/P\u003E


Posted: 2019-11-20 Expires: 2019-12-20

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Technical Support I (Time \u0026 Labor Management product support) - 185651

Alpharetta, GA 30009

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