Position Title: Technical Support Specialist
Reporting To: Manager – Technical Support
Lifion by ADP is looking for an enthusiastic and highly motivated Technical Support Specialist to identify, diagnose and resolve customer issues. As a Technical Support Specialist, you will work with Customer Success, Product and Engineers to advocate for our customers. You have a passion for solving challenging problems and learning new technology. This is an exciting opportunity to work in a challenging, fast-paced environment with a high-performance team.
At Lifion by ADP, we strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.
Develop and maintain in-depth knowledge of ADP Next Gen software
Responsible for providing tier 1& 2 technical support to Lifion customers
Triage tier 3 queries and utilize product knowledge to accurately route or escalate tickets to appropriate internal teams
Manage issues reported by customers from initial contact to resolution submitted through an incident management system
Follow up with internal teams with appropriate updates and ensure tickets are updated and closed in a timely manner
Prioritize and resolve service requests and incidents within predetermined SLAs
Maintain internal knowledgebase and external documentation
Contribute to departmental initiatives and identify opportunities for process improvement.
Bachelor’s degree with at least 2 years’ experience working in customer/technical support
Strong written and verbal communication skills
Critical thinker with strong organizational and time management skills
Ability to be empathetic, compassionate, responsive and resourceful
A strong curiosity and the ability to learn quickly
Ability to effectively communicate and collaborate cross-functionally with Customer Success, Product and Engineering Teams
Creative problem-solving and analytical skills
Ability to work in a challenging and fast-paced environment
Ability to mult-task, prioritize work and adapt to changing environments
Proficient with Incident/Problem Ticket Management System
Knowledge of JIRA and Confluence, a plus
Experience in domains HR, Payroll Processing, Benefits and/or Time, a plus.
Explore our COVID-19 page https://jobs.adp.com/covid19/ 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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
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