Client Service & Product Support Specialist

Job Description

ADP is hiring a Client Service & Product Support Specialist! This position is hybrid; working in the office 3 days a week and 2 days from home.

Well, this may be the role for you. Ready to make your mark?

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.

A LITTLE ABOUT ADP:

WorkMarket by ADP is the leading platform for Freelance Workforce Management. Our cloud-based Freelance Management System (FMS) allows businesses to organize, manage, and pay their freelance workforce efficiently and compliantly. Our team is passionate about redefining the labor model for the 21st century and creating the best solutions for our customers.

At WorkMarket, by 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.

WHAT YOU’LL DO:

What you can expect on a typical day

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.

TO SUCCEED IN THIS ROLE:

• 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

EXPERIENCE THAT WILL SET YOU UP FOR SUCCESS:

A college degree is great but not required. What’s more important is having the skills to do the job. If you don’t have a college degree, other acceptable experience could include:

• 2-5 years of customer service experience with demonstrated abilities to execute and de-escalate situations.
• The ability to be receptive to constructive critique and have excellent communication and leadership skills with exceptional time management skills
• Solid computer skills and ability to troubleshoot and provide remote technical assistance to users where needed
• Experience working with Zendesk, JIRA, Google applications, Office and other industry standard applications are a plus

To thrive in this role, you must be comfortable working in a call center environment as part of a structured day. Our solution center is open from 8am-7pm so flexibility to work a shift within that timeframe is needed.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• 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.

Job Requirements

Bonus points for these:

• Fluent in both English & Spanish
• Customer service experience in a Saas environment
• Contact center experience
• Technically proficient

Job Details

• Job Type: Full-Time
• Salaried: Hourly