Customer Support Specialists

Job Description Supports various levels of Payroll or HR clients to provide prompt and thorough responses to all types of service inquiries for Major Account clients. Provides support to application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. Develops and maintains effective verbal and written communication with all parties. Works with internal technical support, various production departments and additional Service hubs as needed to identify a resolution. Monitors open client issues until successful completion. Escalates irresolvable or concerning issues to management as appropriate. Ensures world‑class service client satisfaction on each transaction. Plays an important role in client retention for the region, including identifying clients‑at‑risk. Continually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes. Job Responsibilities Responds professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes. Investigates, researches, analyzes and tests outcomes to resolve client questions and problems correctly. Handles client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues. Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that it is not exposed to financial risk and/or penalties. Researches, designs and modifies complex mainframe features or software applications to meet the client’s specific needs for Tier II resolution. Maintains appropriate records of client contact through the CRM (e.g., eAccess/Clarify). Uses the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues. Receives training on products or applications and servicing skills to support the organization, clients and teammates. Participates in regional and client retention efforts, including helping identify clients‑at‑risk. Handles critical and/or escalated client issues that may require working directly with additional Service hubs. Mentor/coaches and assists in the training of less tenured or newly hired service associates on product knowledge, process and procedures and service skills. Provides feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. May participate in developing documentation (e.g., Solutions, Knowledge Base). Qualifications The below is a general foundation needed for CSS, Implementation Specialist and Implementation Consultant. Ability to learn new and complex product and software related information in both a classroom and in a hands‑on environment and the ability to take basic concepts and apply them to new and more complex situations. The ability to seek out answers, solutions, and positive outcomes for both the client and ADP. Project Management & Organizational Skills: the ability to multi‑task, set priorities, and follow up on all client commitments. The ability to collaborate with business partners and work in a fast‑paced team environment. Comfortable in multiple systems. Ability to maintain composure in stressful, unexpected circumstances; not easily taken off course; ability to be a calming or settling influence. Learning agility and the self‑awareness to recognize the need for behavioral change. Problem solving and negotiation skills. Excellent communication skills, both verbal and written. Behaviors Open to Feedback, change and learning new things. Adaptable, Reliable. Interpersonal skills – relates well with others. Independent – able to work on their own – self‑reliant. Can work in the gray. Wins the client over. Cares about what they are doing, takes pride in their work. Shares knowledge. Work with minimal direction. Calm, Focused, Resilient. Ability to set reasonable expectations. Other Insights Here are a few more insights into the CSS role. Note – 7.5 hours of the day is on the phone actively engaged with clients. Training is virtual as well as self‑studies. Detective – probing questions to find out the root issue. Work is regimented schedule (adherence/availability). Critical thinking – compare/contrast – make good judgments. More complex transaction – longer calls as a result. Culture – not a call center – more of a help desk. Listen. Research. Adapt to change. Troubleshoot. Achieve call goals (4.5 calls per hour, Handle time 11 minutes). Additional Information call me directly at View phone number on click.appcast.io. Talk to you soon #J-18808-Ljbffr Futurewave Systems