Core Responsibilities: Case ownership resolution based on established timeframe. The main role of an Implementation Consultant is to support Clients in implementing their project requests to ADP specific product to and provide technical and product support for the resolution of product hardware and software issues using phone, remote access, and email within the time allotted. Support and project managed product migration by analyzing client needs, system configuration, testing and client education. Maintains accurate, complete, and professional records of client contact through the systems available (Siebel, CEH & FinancialForce). Ensures case notes are thorough with details on the problem and the steps taken to bring to resolution. Provide support and resolution to client issues and ensure that all project related issues are resolved prior to transitioning over to the clients HCM Service Consultant Calls clients on a proactive basis to ensure customer satisfaction. Provides follow-up on client Quality Surveys. Maintains accurate records on client feedback. Handles initial client escalations and coordinates with appropriate support teams - Tech Support, Project Services Leadership & Service Team Mentors newly hired associates to ensure successful integration into the role. Works on projects to support departmental goals.
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REQUIREMENTS Minimum of 2nd year college with no failed subject and of good standing or a Bachelors degree related to Business Administration, Marketing, Human Resources At least 6 months to 1-year BPO/Shared Services experience, general office, customer service and/or data entry experience. Above average verbal and written communications skills, analytical and problem-solving skills. Project management and involvement in a continuous improvement initiative is preferred. Candidates handling free-flowing troubleshooting calls is preferred. Good exposure in Microsoft Office and any database platform is a plus. Articulate and have a good grasp of the English language; ability to maintain a conversation is needed in the job. Understands networking, WebEx Meeting and other web-based tools. Background with US Payroll processes is a plus COMPETENCIES Service excellence and ability to understand customer needs and create solutions to presented issues or concerns. Ability to think out of the suggested workflow; making sure that all issues are resolved within the parameters set in the ADP guidelines. Detail oriented, skilled in the documentation of processes or workflow including the resolutions done with the Clients. Open to learning new concepts stays current on emerging technology and trends in order to provide technical support for current products or product rollouts. Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products.
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.