Job Description

KEY DUTIES/TASKS:

• Undergo Product training, maintain up-to-date knowledge and evolve alongside the HR Solutions
• Communicate with the internal stakeholders managing the other integration components (Celergo/GV Service teams, Payroll Partners) / customer contacts to understand in-depth technical aspects of the customer requirements
• Provide technically accurate and sustainable resolutions to client reported problems and document these for future reference
• Function as a liaison between the client and the integration components by coordinating the steps towards understanding and resolving any issue raised
• Develop and maintain excellent relationships based on trust and credibility with all our customers and internal stakeholders
• Help in continuously improving the support service to maintain a high level of customer satisfaction.
• Work with implementation and product development teams around the globe to identify and report defects and enhancement needs
• Analysis activities to define specifications for building effective systems, capable to meet user requirements
• Builds strong relationships with key client contacts providing ongoing consultative insight on methods which will enable clients to streamline processes and maximize usage of available system functionality
• Adjust set up of the product when requested
• Assists in developing customized client content, processes, documentation, and communications
• Maintain and contribute to the Knowledge Management tool content
• Maintains open lines of communication with internal business partners to insure tight coordination on issues requiring cross-functional support and collaboration
• Work closely with the team and support in training and assessing new recruits
• Adhere to ADP standards, policies and methodologies in all areas of business

What you can expect on a typical day

• Research, Troubleshoot, and Resolve You will research, troubleshoot, and resolve ADP/client application issues in the areas of system setup, product functionality, product enhancements, and general client inquiries. You will analyze complex client requirements for payroll, benefits, time, and human resources policy and procedures. You will take the initiative to seek answers, solutions, and positive outcomes in a timely manner for both the client and ADP.
• Communicate and Exceed Client Expectations You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues. You will set priorities, organize your day, multi-task, change direction, and provide prompt follow-up. You will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."
• Educate and Provide Recommendations You will leverage your ADP product and services knowledge to provide solutions to issues and questions and help build client understanding around our products' value. You will turn client input into recommendations for ADP leadership on best practices and solutions training.

REQUIREMENTS:

• Graduates / Postgraduates studies are an added advantage
• Excellent communication in oral, written and listening skills
• Advanced level of English; German/French/Spanish language is a big plus
• Proven experience in supporting international customers or working with system integrations
• Experience working with HR Information Systems / CRM Systems will be an advantage
• Ability to work in a challenging and demanding environment, alongside other energetic professionals
• Ability to understand Client business requirements and recommend the appropriate solution whilst being aware of technical constraints
• Excellent logical and problem solving skills

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