Salary: Negotiate

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Req Number: PHL13420
Category: Operations
Posted Date: November 18, 2022

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.

Insightful Expertiseis a core value at ADP and in HROwe have built the largest Professional Employer Organization (PEO) in the country using that expertise. We provide our clients, small to mid-sized companies, with an integrated suite of HR management solutions – everything from payroll to benefits, HR compliance and HR support. Did you know that over 95% of our small business clients are not only satisfied with ADP’s services but would recommend ADP to someone else? How would that kind of success impact your career?

Client support at ADP. It’s all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.

The Total HRO Tech Services Direct Reporting Specialist provides technical and functional guidance and support to all levels of Comprehensive Services teams (HR, Ben, Payroll, ESC, RM etc.) and Implementation associates by utilizing extensive product knowledge and troubleshooting experience of WFN and the Payroll, HRB and TLM Product Suites. Partner closely with service teams to share best practices and assist with process changes along with receiving feedback on ways to improve support. Assist with growth and development of service associates by identifying training and mentoring opportunities and assist with facilitating training. Work with Service teams to make sure they have the access and tools they need to be successful. Coordinates efforts between Service teams and internal ADP business partners (HPS, BES, Tax and Finance etc.) and external 3rd parties as needed. Works directly with clients via phone whenever needed to help expedite issue resolution or assist with frustrated clients.

  • Provides 2nd tier support to all levels of Service and Implementation Associates for Comprehensive HR, Comprehensive Payroll and Comprehensive Benefits, regarding the resolution of product and client issues.
  • Products supported include all current versions of Payroll, HR, Benefits, Time and Attendance and iProducts offered to Comprehensive Services clients. Support provided using phone queue, Siebel service requests, eAccess/Clarify cases, CASD Cases, e-mail, Sametime and walk-up requests.
  • Coordinates communication with other regional departments when necessary to expedite responses to critical client situations. Contacts clients directly to handle escalated issues as required.
  • Continually upgrades knowledge and skill base relating to both new and existing products to increase proficiency.
  • Identifies training needs and may assist in developing, coordinating and implementing training and mentoring for associates and clients including onsite when necessary.
  • Provide 3rd Tier support to all levels of Service and Implementation.
  • Works with corporate support and development staff to identify and resolve issues and prioritize patch releases.
  • Remain current with emerging technology in order to provide technical support for new product rollouts and/or existing offerings. Remain proficient on all networks, operating systems, hardware, software, databases, Internet and related products. Effectively troubleshoot, replicate and develop resolution for client issues.
  • Provide clear, concise and pertinent communication to the field associates regarding product announcements. Including but not limited to outages, downtimes, updates, patches and migrations.
  • Act as Regional Office Coordinators for the entire business unit providing all relevant information to the appropriate parties via sharepoint workflows and e-mail notifications.
  • Assists in new product pilots, product rollouts and creation of migration strategy. Act as project leader when necessary.
  • 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.
  • Organizes and leads work activities of medium and large size project teams including providing
  • management direction and overseeing the work of other associates.
  • Leads the work effort of associates in the Comprehensive Services Business Unit related to the implementation of new products and modification of policies and procedures related to new products.
  • Provides input to management and participates in the decision making process regarding department goals, objectives, processes and procedures.
  • Focus on larger strategic initiatives designed to improve process and procedures for the department, business and clients.
  • Monitors Specialty Support Reps technical knowledge, providing feedback on necessary
  • development areas. Mentors and trains newly hired associates to ensure successful
  • transition
  • Assists in developing internal documentation to support new features and procedures for
  • product enhancements.
  • Works closely with development in determining future product enhancements based on
  • documented and cataloged feedback from field associates and clients.
  • Stay up to date on current technologies and trends.
  • Stay Up to date on future application developments with in the company and within the business sector.
  • Lead the activities of the Specialty Support group and ensures that all client issues are resolved in a timley and accurate manner. Diagnosis of the most complex client related problems.
  • Performs other related duties as assigned.

  • Bachelor’s degree preferred
  • 2 to 4 years high volume, problem resolution, client services experience
  • If internal, at least 18month tenure
  • U.S. payroll knowledge is a plus
  • Possess good time management and organizational skills
  • Strong verbal and written communication skills
  • Strong technical skills with good understanding of and ability to support Microsoft Office Suite, operating systems, Client server and TCP/IP
  • Problem solving and troubleshooting skills
  • Ability to multi-task
  • Client conflict resolution
  • Client centric
  • Great collaboration skills

  • Delivering world-class service and satisfaction to all clients – internal, external, diverse and emerging.
  • Maintaining focus to deliver results in a fast-pace and diverse environment.
  • Ability to communicate effectively by speaking, listening and writing.
  • Takes ownership in resolving client issues/escalations.
  • Client Service Orientation and effective interpersonal skills.
  • Ability to work under the pressure of time constraints and to prioritize client issues. Ability to consistently deliver quality service under the pressure of volume variances in inbound calls, length of calls, escalations, payrolls during semi-monthly, quarter-end, year-end periods.
  • Demonstrated proficiency in navigation of PC applications, import/export files, basic hardware specifications, PC terminology, etc.
  • Analytical/problem solving skills.
  • Must be able to work flexible hours during peak processing periods, including year-end.
  • Collaborating with all internal resources at all levels to achieve shared goals and exceed expectations.
  • Using good judgment and risk assessment to make business decisions that keep the overall benefit to ADP in mind.
  • About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.

    ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength

    HRO – Tech Services Direct Tech Solutions Reporting Specialist (Listed)

    Explore our COVID-19 page *************** to understand how ADP is approaching safety, travel, the hiring interview process, and more.

    Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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 *************** to learn more about ADP’s culture and our full set of values.

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    Deadline: 07-04-2024

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