Customer Service - Tech Support

ADP - Parsippany-Troy Hills, NJ

Full-time - Entry Level

Onsite - Parsippany-Troy Hills, NJ

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

ADP is hiring a Technical Support Analyst II who will provide technical support to clients for resolving hardware, software, and operating system issues related to ADP's supported applications. The role involves troubleshooting, installation, upgrades, and maintenance, ensuring that clients receive timely and effective support. The analyst will also stay updated with emerging technologies to assist in product rollouts and enhancements, while embodying ADP's core values of service excellence and innovation.

Responsibilities

• Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access.
• Respond promptly and professionally to client inquiries.
• Analyze client issues to determine if resolution can be found on the initial call or if second level support is required.
• Support and install upgrades and assist in all technical problems for ADP supported products.
• Effectively troubleshoot, replicate, and develop workarounds for client issues.
• Document and communicate results to the client and/or Corporate Development.
• Maintain appropriate records of client contact through the CRM system.
• Use Knowledge Management database to locate solutions to issues.
• Ensure case notes detail the problem/resolution comprehensively and professionally.
• Provide on-site assistance for issues that could not be resolved remotely.
• Provide complex technical expertise for industry standard database applications.
• Gather client databases and environment variables to recreate client scenarios in a PC Lab environment.
• Assist in new product pilots and rollouts to other departments and clients.
• Act as a liaison between Implementation, Client Services, Management, and Corporate Support.
• Provide technical support to all levels of Service Support Specialists.
• Mentor and train newly hired associates.
• Identify training needs for the department and assist with training development programs.
• Act as a team leader in the absence of the manager by prioritizing critical issues and ensuring appropriate client support is delivered.
• Stay current with emerging technology and trends to provide technical support for product rollouts and existing offerings.
• Assist in developing internal documentation for new features and procedures.

Requirements

• 1 - 3 years of ADP Client Services or equivalent outside experience.
• Bachelor's Degree preferred or equivalent in education and experience.
• MCP certification preferred or equivalent experience.
• Experience with Microsoft Office Suite, client server, operating systems, and TCP/IP troubleshooting and analysis.
• Strong technical communication skills, both written and verbal.
• Excellent problem-solving skills and organizational time management.

Nice-to-haves

• Experience with database applications such as MS Access, Oracle, mySQL, MS SQL Server.
• Probing skills for effective client interaction.

Benefits

• Comprehensive health insurance coverage.
• 401k retirement savings plan with matching contributions.
• Paid time off and holidays.
• Professional development opportunities.
• Flexible scheduling options.