Technical Customer Support Agent

ADP; Schaumburg (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading payroll services company is hiring a Technical Support Analyst II in Schaumburg, Illinois. In this role, you will provide crucial technical support for product issues. Responsibilities include troubleshooting hardware/software, documenting resolutions, and supporting product rollouts. The ideal candidate will have 1-3 years of experience in client services and a Bachelor's degree or equivalent. Join us to leverage your technical expertise in a collaborative environment.

Qualifications

• 1 - 3 years of experience in ADP Client Services or equivalent.
• MCP certification preferred or equivalent experience.

Responsibilities

• Provide technical support for product hardware, software, and OS issues.
• Analyze client issues to determine resolution or next steps.
• Document results and maintain contact records through the CRM system.

Skills

Troubleshooting

Technical Communication

Problem Solving

Organization

Time Management

Education

Bachelor's Degree or Equivalent

Tools

Microsoft Office Suite

Databases (MS Access, Oracle, etc.)

Job description

ADP is hiring a Technical Support Analyst II. In this position, you will provide technical support to clients regarding the resolution of product hardware, software, and operating system issues via phone or remote access for all ADP supported applications or products. Support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, Social Responsibility.

RESPONSIBILITIES:

• Provide technical support to clients regarding the resolution of product hardware, software, and operating system issues via phone or remote access for all supported applications or products.
• Responds promptly and professionally.
• Analyzes client issues to determine if resolution can be found on initial call or if second level support is required.
• Supports and installs upgrades and assists in all technical problems (i.e., performance, security, etc.) for the ADP supported products.
• Effectively troubleshoots, replicates, and develops workarounds for client issues.
• Documents and communicates the results to the client and/or Corporate Development.
• Maintains appropriate records of client contact through the CRM system.
• Uses Knowledge Management database to locate solutions to issues.
• Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue, and are professional.
• Provide on-site assistance on issues that could not be resolved via remote tools, i.e., deliver service paks, set up reports, install or upgrade software, or develop custom solutions for all client server products.
• Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application (Citrix, Lan/Wan, Client Server, etc.) Provides complex technical expertise for industry standard database applications, i.e., MS Access, Oracle, mySQL, MS SQL Server, etc.
• Gathers client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues.
• Assists in new product pilots and rollouts to other departments and clients.
• Acts as liaison between Implementation, Client Services, Management, and Corporate Support to ensure high-impact problems are resolved in a timely and satisfactory manner.
• Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.
• Mentors and trains newly hired associates to ensure successful integration into the role.
• Identifies training needs for the department and assists with training development programs. Provides feedback to management.
• Acts as a team leader in the absence of the manager by prioritizing critical issues, providing direction, and ensuring appropriate client support is delivered in a timely and effective manner.
• Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
• Remains proficient on networks, operating systems, hardware, software, databases, browsers, and related products.
• Assists in developing internal documentation to support new features and procedures for product enhancements.
• Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

• 1 - 3 Years ADP Client Services or equivalent outside experience

PREFERRED QUALIFICATIONS:

• Bachelor's Degree Preferred or Equivalent in Education - Experience
• MCP Preferred or Equivalent experience
• Microsoft office suite, client server, Operating Systems, TCP/IP
• Troubleshooting and Analysis Technical Communication - written and verbal Problem Solving Organization and Time Management Probing