Global Service Support Representative

Overview
The Global Service Support Organization is committed to providing World Class Service to all clients by hiring, developing, and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client and internal associates.

Role Objective
The Global Service Support Representative (level 6 in GJA) works in the main activities undertaken in the recurring stage of ADP Global Support operations. It is therefore a position of paramount importance when it comes to building solid bridges with the internal and external clients. The Service Support Representative is the support point between CAMs, SRMs, SDMs, clients and ICP (ADP Partners) when relates to technical topics and is responsible for supporting, testing, and troubleshooting data issues with Celergo's & StreamLine (CSL) Payroll Platforms. First point of contact from CAMs/iCAMs, SRMs and SDMs when CSL & Service Solutions technical Issues. Identification of true escalation issues and resolve issues within their scope.

Responsibilities
ADP CSL model manages its recurring operation through the offering of different services to the clients. Each of these services has specific characteristics and therefore presents different challenges.

The Global Service Support team mission is to assist, guide and improve the clients' experience by supporting Client Services organization, when using ADP CSL tools by providing functional, technical, and operational help; by answering any questions and requests that the tools' users may have; and by escalating bugs, incidents, or outages on behalf of the customer/client services when such issues surface.

The Global Service Support Representative

• Serves as a service technical application (front end) expert liaising with the Client Services, ICPs and other Operations team members to support the users of ADP Celergo's client and partner bases. Refer clients/ partners where to find information: (walkme, training) and act as first level of support if not included in training (simple questions)
• File management basic concept between client SOR and CSL & CSL and a partner platform

ii. Mapping and transformation logic (if any) in CSL works.

iii. Validation basic errors: File upload,

iv. User Management basics and portal/ access FAQ/ basic issues

• Be able to advise how to ensure data integrity between various systems connected with CSL.

vi. Basic log interpretation

vii. Functionally explain technical errors thrown by the application

viii. Service Calendar setup and maintenance and its implications on the end-to-end process

ix. Explain how events are handled in CSL (Client to Partner)

• Escalates and pursues problem resolution on behalf of the customer/Client Services. Becomes the owner of any issues assigned to him/her until their final resolution. Understands the clients' needs and problems to ensure the highest level of satisfaction whilst troubleshooting an issue.
• Gathers feedback from ADP Client Services, client and partner bases regarding bugs, enhancements, and outages, and forwards the relevant information to the appropriate parties (GETS, Prod Dev, GSO, BPI).
• Documents solutions to problems for future perusal by other Global Service Support Representatives.
• Effectively uses the applications and tools provided to undertake the day-to-day operation, including CRM systems, ticketing tools, web conferencing applications and remote-control software.
• Ticketing System Triage between different Ops teams (PSS, DEV and IS) when needed.
• Troubleshoot, spec out, and document solutions for the various processes that are necessary to facilitate the changes in CSL. Such as test cases, testing execution (Working on all new features coming up as part of the releases scheduled,) login issues, CSPF maintenance.
• Support the operations team in the data needs for imports, testing, and configuration in connection with CSL while documenting the various processes.
• Assists with internal projects as requested.

Qualifications

• Experience:
• 1-2 years of relevant working experience, with some experience in handling customer support duties or any role which included problem solving tasks.
• Proven track record of success in high-pressure, client service positions, international exposure.
• Documentation and/or training to internal users/newcomers' experience is highly expected.
• HR, Payroll, or financial service delivery experience is a plus.
• Skills:
• Excellent verbal and written communication skills. Perfect communications skills facing user groups.
• International culture and ability to work in a multinational environment. Open minded. Ability to work flexible hours as required.
• Empathic, energetic, and engaging, able to easily convey concise messages to the audience.
• Very patient and resilient, must possess good interpersonal talents including negotiation abilities (a plus).
• Strong analytical, problem solving and organizational skills, highly methodical working habits and exquisite attention to detail.
• Highly motivated by customer satisfaction. Effective listening, concern with quality and an appropriate sense of urgency in fulfilling customer requirements.
• PC skills: Word, Excel, Power Point, ticketing tools (such as JIRA), CRM (such as Siebel), webconferencing applications and remote-control software.
• Exceptional time management skills and ability to work under pressure in deadline-driven environment.
• Education:
• University degree or equivalent in education or experience.

A little about ADP:
We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

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 to learn more about ADP's culture and our full set of values.