Client Service and Product Support Specialist

ADP • San Dimas, CA

13d

About The Position

In this role, the Support Specialist will be responsible for providing
enterprise level support to clients and workers via live chat, email and phone
channels. You will act as a first point of contact for clients and workers and
help triage and strategize to answer questions related to the WorkMarket
platform.

We are looking for someone with a curiosity for technology, a passion for
service, a problem solver, an active listener and goal oriented. You must be a
relationship builder, organized and communicate clearly while thinking outside
the box to help resolve matters efficiently and effectively.

Requirements

• Positive Self-Starter. You are a highly motivated and resourceful individual who has a dedication to providing world-class support by exceeding expectations through each interaction with WorkMarket users.
• Problem Solver. The ideal candidate is a fiercely loyal advocate for our users, a creative problem solver and a collaborative team member. This person must be energized by working with people, while still being able to work independently in a fast paced environment with the most important component of empathy added where needed to resolve issues.
• Time Management You have excellent time management skills and can multitask to accomplish various goals simultaneously within a team setting.
• Curiosity for Technology You have experience with or a curiosity for technology and jump in to find a work around or resolution to an issue. The ideal candidate thrives 'in the grey' where process is regularly iterated based on the GTM nature of the product
• 1-3 years of customer service experience with demonstrated abilities to execute and de-escalate situations
• Excellent verbal and written communication skills
• Solid computer skills and ability to troubleshoot and provide remote technical assistance to users where needed

Nice To Haves

• Previous SaaS support experience not required but a plus
• Experience working with Zendesk, JIRA, Google applications, Office and other industry standard applications are a plus

Responsibilities

• Provide Enterprise Level Support. You will provide platform support to clients and workers by answering feature related questions and collaborate with the Customer Support team triage and address immediate technical support questions.
• Prioritize. You will drive resolution on escalated customer issues and work with our product team to provide additional visibility into common questions and issues to continuously evolve the client and worker platform experience.
• Problem Solve. Resolve product or service issues by clarifying the customers' complaint or concern; determine the cause of the problem; selecting and explaining the best solutions to solve the problem; expediting correcting or adjustments with following up to ensure resolution.

Benefits

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to more easily integrate your work and your life.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees