Client Support Coordinator – Enterprise Learning

ADP • Alpharetta, GA

3d • Hybrid

About The Position

ADP is hiring a Client Support Coordinator – Enterprise Learning. This role is for a customer-focused professional, fluent in Spanish and English, with a passion for helping customers solve problems and guiding them to the right solution while delivering exceptional client experiences. As a Client Support Coordinator - Enterprise Learning, you will provide management of and ongoing support for the learning systems utilized by the Learning and Performance organization. In this role, you will respond to inquiries from clients and associates regarding training activities, handle registration, confirmation, reporting, and billing activities, and manage training supplies, materials, and training room resources. You will serve as a Tier 1 contact for all learners regarding the use of learning systems, helping users navigate the platform, resolve issues, and access the training they need.

Requirements

• 1-3 years of experience in relevant skills gained and developed in a customer service, help desk, hospitality, administrative support, retail service, client support, technical support, or similar role.
• Must be fluent in Spanish and English, both verbally and in writing, with the ability to communicate clearly and effectively with clients.
• Availability to work a schedule supporting 8:00 a.m. - 5:00 p.m. Mountain Time business hours (10:00 a.m. - 7:00 p.m. Eastern Time).
• Experience in a client-facing role where you were responsible for answering questions, assessing customer needs, troubleshooting issues, and guiding clients to effective solutions.
• Strong customer service skills with a commitment to delivering exceptional client experiences.
• Strong verbal and written communication skills with the ability to build trust and credibility with clients.
• Strong problem-solving and deductive reasoning skills.
• Ability to learn and use new technology tools and systems.
• Ability to learn event setup and administration processes using platforms such as ON24.
• Ability to effectively manage multiple priorities while maintaining accuracy, attention to detail, and a high level of client service.
• Ability to work independently while collaborating effectively with team members.
• High School Diploma/GED or equivalent in education and experience.

Nice To Haves

• Experience in a help desk, technical support, or customer support environment.
• Experience supporting learning systems, training programs, or other technology-based platforms.

Responsibilities

• Guides internal and external clients through the usage of all learning systems and the class enrollment processes.
• Understands internal associate requests for client sessions to be setup in our external virtual event platform.
• Sets up client sessions accurately and timely with attention to detail.
• Performs company and/or individual learner set up and registration transactions into the Learning Management System(s) as needed.
• Provides technical support to internal and external learners who report difficulty leveraging any of the Learning Systems in accordance with established service level agreements.
• Maintains appropriate records in ADP's CRM systems to ensure proper resolution and when required, timely escalation to appropriate alternate support resource.
• Manages personal and team queues in accordance with established SLAs.
• Creates sessions in the learning systems for Instructor Led Training.
• Maintains changes to courses and sessions in learning systems as needed.
• Accurately configures and maintains client company and end-user data within learning systems.
• Proactively communicates system usage tips to new clients through system job-aids and demonstrations.
• Creates standard training reports via the learning systems on a set schedule and on request as needed.
• Communicates with clients in English and Spanish by phone and email to understand and respond to client questions and resolve client issues with ADP learning.
• Updates training information in a timely and accurate manner.
• Documents and distributes informational updates on troubleshooting techniques and fixes as they relate to learning systems.
• Performs other related duties as assigned.

Benefits

• Courageous team collaboration
• Deliver at epic scale
• Be surrounded by curious learners
• Act like an owner & doer
• Give back to others
• Join a company committed to equality and equity

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED