Technical Customer Support Agent

ADP•El Paso, TX

49d

About The Position

ADP is hiring a Technical Support Analyst II. in this position you will provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all ADP supported applications or products. Support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings. At ADP we are driven by your success. 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. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, - Social Responsibility. 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. Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance. Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.

Requirements

1 - 3 Years ADP Client Services or equivalent outside experience

Nice To Haves

Bachelor's Degree Preferred or Equivalent in Education - Experience
MCP Preferred or Equivalent experience
Microsoft office suite, client server, Operating Systems, TCP/IP
Troubleshooting and Analysis
Technical Communication - written and verbal
Problem Solving
Organization and Time Management
Probing

Responsibilities

Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products.
Responds promptly and professionally.
Analyzes client issues to determine if resolution can be found on initial call or if second level support is required.
Supports and installs upgrades and assists in all technical problems (i.e.. performance, security, etc.) for the ADP supported products.
Effectively troubleshoots, replicates and develops workarounds for client issues.
Documents and communicates the results to the client and/or Corporate Development.
Maintains appropriate records of client contact through the CRM system.
Uses Knowledge Management database to locate solutions to issues.
Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.
Provide on-site assistance on issues that could not be resolved via remote tools, ie. deliver service paks, set up reports, install or upgrade software or develop custom solutions for all client server products.
Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application (Citrix, Lan/Wan, Client Server, etc)
Provides complex technical expertise for industry standard database applications, ie MS Access, Oracle, mySQL, MS SQL Server, etc.
Gathers client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues.
Assists in new product pilots and roll outs to other departments and clients.
Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.
Mentors and trains newly hired associates to ensure successful integration into the role.
Identifies training needs for the department and assists with training development programs. Provides feedback to management.
Acts as a team leader in the absence of the manager by prioritizing critical issues, providing direction and ensuring appropriate client support is delivered in a timely and effective manner.
Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products.
Assists in developing internal documentation to support new features and procedures for product enhancements.
Performs other related duties as assigned.