WFSSupport Customer Support Analyst I

ADP, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ADP, Inc. is seeking a WorkForce Software Support Analyst to help with application support intake and incident evaluation, acting as a first responder to troubleshoot issues and drive timely resolutions.

In this role you will build strong client relationships, provide guidance on best practices, and educate customers on WorkForce Software capabilities. You will uphold ADP's integrity while delivering a high-quality service experience.

Qualifications

• 5+ years in client service, software implementation, or related roles supporting enterprise apps.

Responsibilities

• Assist with application support intake and incident evaluation as a first responder.
• Troubleshoot, resolve, or escalate client issues related to WorkForce Software.
• Build trusted client relationships through proactive guidance and timely communication.
• Educate clients on product capabilities and best practices to maximize value.

Skills

Client service excellence

Troubleshooting

Stakeholder management

Communication

Problem solving

Time management

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

SQL

Workforce Software

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 escape 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.

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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.