Customer Support Analyst I

apply; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

WorkForce Software is seeking an experienced WorkForce Software Support Analyst to act as a first responder for intake and issue evaluation. You will troubleshoot incidents, resolve issues or accelerate resolution while delivering high-quality service.

In this role, you will build strong client relationships, provide consultative guidance on best practices, and help clients maximize use of WorkForce Software solutions. Strong communication and leadership are essential.

Qualifications

• 5+ years of experience in client service, software implementation, consulting, project delivery, or other client-facing roles supporting enterprise applications.
• 2+ years of experience leading, mentoring, coaching, or supervising service delivery, implementation or consulting professionals.
• Proven experience managing customer relationships, resolving escalations, and influencing positive business outcomes.
• Strong communication, stakeholder management, problem-solving, and conflict-resolution skills.
• Experience managing competing priorities, resource allocation, workload balancing, and operational performance metrics.
• Proficiency with Microsoft Office applications
• Bachelor's degree or equivalent combination of education and relevant work experience.

Responsibilities

• Assist with the application support intake and issue evaluation process as a first responder.
• Troubleshoot incidents and resolve or accelerate resolution as appropriate.
• Build strong client relationships by guiding on best practices and value of WorkForce Software solutions.
• Provide ongoing consultative insight to streamline processes and maximize system use.
• Analyze complex client requirements and identify solutions to achieve timely positive outcomes.

Skills

Client service

Software implementation

Consulting

Project delivery

Leadership

Communication

MS Office

Education

Bachelor's degree

Tools

SQL

Excel

Job description

As a WorkForce Software Support Analyst, you will assist with the application support intake and issue evaluation process. As a first responder, you will troubleshoot incidents and actively work to resolve them or accelerate them as appropriate. You will serve as a trusted resource to customers by providing timely support, expert guidance, and a high-quality service experience.

Build Strong Client Relationships. Build strong relationships with key client contacts by providing guidance on best practices, industry trends, and effective use of WorkForce Software Solutions. Provide ongoing consultative insight that enables clients to streamline processes and maximize use of available system functionality. Build customer trust through responsive, professional, and effective communication.

Research, Troubleshoot, and Resolve. Work directly with customers to troubleshoot and resolve application and system issues efficiently to drive customer satisfaction. Research, troubleshoot, and resolve client application issues related to system configuration, product functionality, product enhancements, integrations, and general inquiries. Analyze complex client requirements and take initiative to identify solutions and achieve positive outcomes in a timely manner.

Communicate and Exceed Client Expectations. Use strong interpersonal skills and product knowledge to communicate effectively with customers and client representatives. Set priorities, organize work, manage multiple activities, adapt to changing priorities, and provide prompt follow-up. Strive to exceed client expectations in every interaction while maintaining the highest ethical standards and demonstrating ADP's core value of "Integrity is Everything."

Educate and Provide Recommendations. Leverage product and services knowledge to provide solutions to client issues and questions while helping customers understand the value of WorkForce Software offerings.

PRODUCT / TECHNICAL SKILLS / REQUIREMENTS

• 5+ years of experience in client service, software implementation, consulting, project delivery, or other client-facing roles supporting enterprise applications.
• 2+ years of experience leading, mentoring, coaching, or supervising service delivery, implementation or consulting professionals.
• Proven experience managing customer relationships, resolving escalations, and influencing positive business outcomes.
• Strong communication, stakeholder management, problem-solving, and conflict-resolution skills.
• Experience managing competing priorities, resource allocation, workload balancing, and operational performance metrics.
• Proficiency with Microsoft Office applications
• Bachelor's degree or equivalent combination of education and relevant work experience.

PREFFERED QUALIFICATIONS

• Experience supporting, or consulting on Workforce Management, Time and Attendance, Payroll, HR, Human Capital Management (HCM), or related enterprise software solutions.
• Experience leading client service teams implementing Workforce Management, Time & Attendance, Payroll, HR, or Human Capital Management (HCM) solutions.
• 3+ years of people leadership experience within a software implementation, professional services, or consulting organization.
• Experience with WorkForce Software, UKG, Workday, SAP SuccessFactors, Oracle HCM, ADP Workforce Manager, or similar workforce management platforms.
• Familiarity with SQL, data migration, integration, reporting, or related technical disciplines.