Canada TLM TLM Consultant

adpinternalcareers; Makati; On-site; PHP 279,000 - 469,000; Full time

Job summary

ADP is seeking a Customer Support Specialist in Makati to handle inbound calls for Workforce Now Time and Attendance, EzLabor, and data collection devices. You will provide real-time post-installation assistance and resolve issues via remote tools.

Responsibilities include dispatching complex cases, logging detailed notes, and identifying value-add opportunities. A proven customer service track record and English fluency are essential, with rotating shifts 8:00am–8:00pm EST, Mon–Fri.

Qualifications

• Ability to communicate effectively in English.
• Proven track record of delivering superior customer service.
• Willing to work a flexible rotational shift between 8:00am–8:00pm EST, Mon–Fri.

Responsibilities

• Answer inbound calls for application and technical support for Workforce Now Time and Attendance.
• Provide basic post-installation assistance for updates, enhancements, and configurations.
• Resolve software and data collection device issues over the phone using remote tools.
• Dispatch service requests to Offline team for complex setups.
• Log detailed case notes in the call tracking system.
• Identify value-add opportunities based on clients' Time and Labor modules.
• Assist in low-volume periods with basic queries/requests.
• Maintain knowledge of Time and Labor products as they are launched.

Skills

Customer service

Active listening

Call management

English communication

PC skills

Learn new software

Analytical skills

Networking basics

Windows knowledge

Team player

Tools

Call tracking system

Job description

Answers inbound calls from clients seeking application and technical support assistance for Workforce Now Time and Attendance, EzLabor software and data collection devices in an effective, accurate and timely manner.

Provides basic and real-time post-installation assistance to clients for system updates, enhancements and configurations.

Resolves software application and data collection device issues over the phone by using remote communications software.

Analyzes client issues to determine if resolution can be provided on initial call or requires more time and engagement of an Offline analyst.

Dispatches service request tickets to Offline team for additional client support for advanced and more complex setup or configurations.

Interacts with team members to update, advise and communicate any client situations or requirements that may require additional thorough troubleshooting or support.

Logs detailed case notes in call tracking system for information on the client call, changes, actions and follow ups.

Identifies value add opportunities based on clients' existing Time and Labor modules.

When call volume is low, assists in resolving cases dispatched in the Low Bin queue for basic queries/requests that can be resolved in a matter of minutes.

Maintains knowledge and proficiency of new Time and Labor Management products as they are launched.

Ability to communicate effectively in English.

Proven track record of delivering superior customer service.

Ability to work a flexible rotational shift that falls between 8:00am - 8:00pm EST M-F

Strong PC skills

Aptitude to learn new software applications and operating environments.

Excellent client communication, active listening and call management skills.

General knowledge of at least one network environment such as Novell or Windows.

Basic knowledge of the following; TCP/IP, Ethernet standards.

Analytical skills

Ability to identify trends and appropriate solutions

Demonstrated team player, detail oriented.