Lead Technical Service Advisor

Fairygodboss; Alpharetta (GA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Equity, inclusion, and belonging initiatives

Ongoing training and mentorship

Best-in-class benefits from Day 1

Company-paid volunteer time

Support for mental health

Job summary

Fairygodboss is looking for a Lead Technical Service Advisor in Alpharetta, Georgia. The role involves managing client challenges related to payroll, providing extensive support, and collaborating with various teams. Candidates should have a robust background in customer service or HR/HRIS systems, along with the required Certified Payroll Professional Certification.

The company offers a culture of inclusion, equity, and various growth opportunities, with comprehensive benefits starting on Day 1.

Qualifications

• Minimum of four years in customer service or HR/HRIS systems.
• At least one year as a Technical Service Advisor.
• Availability for overtime during peak seasons.

Responsibilities

• Provide client support via various channels.
• Collaborate with teams for seamless client experiences.
• Deliver advanced application support.

Skills

Customer service

Payroll processing

Technical support

ADP platforms

Problem-solving

Education

College degree (desirable)

Certified Payroll Professional Certification

Tools

ADP Workforce Now

CRM software

Job description

Job Overview

ADP is hiring a Lead Technical Service Advisor. In this role you will serve as the front‑line for solving client challenges, managing payroll support, training users, and ensuring high client satisfaction.

Responsibilities

• Provide client support via phone, chat, CRM, email and in‑person, troubleshooting and resolving payroll and product issues.
• Collaborate with operations, implementation and client services teams to deliver seamless client experiences.
• Deliver advanced application support to all levels of service associates.
• Continuously upgrade knowledge of payroll, compliance, procedures and desktop support tools.
• Coordinate additional support requests, communicate with other departments and vendors, and manage training delivery.
• Offer instruction and guidance on product features, processes and procedures; support complex payroll processing and prioritize cases.
• Participate in team initiatives, product pilots, product rollouts, change management and mentor new team members.

Requirements

• At least four years of experience in a customer‑service environment or as an HR/HRIS practitioner with systems experience.
• At least one year in a Technical Service Advisor role.
• Certified Payroll Professional Certification required.
• Available to work overtime during peak seasons.
• 30–40% travel required.
• College degree desirable but not required; military experience considered an equivalent qualification.

Preferred Qualifications

• Experience with ADP platforms or products.
• Experience with ADP Workforce Now highly preferred.

Benefits and Work Environment

• Culture that values equity, inclusion and belonging.
• Opportunities for career growth in an agile environment.
• Ongoing training, development and mentorship.
• Best‑in‑class benefits starting Day1.
• Support for mental health and well‑being.
• Company‑paid time off for volunteering.

Diversity, Equity, Inclusion & Equal Employment Opportunity

ADP is committed to an inclusive, diverse and equitable workplace and provides equal employment opportunities regardless of any protected characteristic. Hiring decisions are based on operating needs and applicant merit.

Ethics

ADP upholds the highest ethical standards and expects its employees to act with integrity and respect.