Technical Support Analyst I

ADP; El Paso (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading HR services firm is seeking a Technical Support Analyst to provide technical support for products and assist clients via phone or remote access. Ideal candidates will have over a year of customer service experience and strong troubleshooting skills. This role emphasizes growth and inclusion in a supportive environment.

Benefits

Best-in-class benefits starting Day 1

Company-paid time off for volunteering

Ongoing training and mentorship opportunities

Qualifications

• 1+ year of Customer Service experience required.
• MCP or equivalent certification preferred.

Responsibilities

• Assist Clients with technical support and product upgrades.
• Serve as the Subject Matter Expert for industry-standard technology.
• Liaise between Implementation, Client Services, and Corporate Support.

Skills

Customer Service experience

Technical troubleshooting

Communication skills

Tools

Microsoft Certified Professional

Job description

Overview

ADP is hiring a Technical Support Analyst.

• Are you ready to join a company offering career advancement opportunities throughout your career journey?
• Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?

If so, this may be an opportunity for you. Read on and decide for yourself.

What you’ll do

As a Technical Support Analyst, you will provide on-the-spot technical support for ADP products and help clients with product hardware, software, and operating system issues via phone or remote access. You’ll also support product upgrades, maintenance, and diagnostics.

To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style should be clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.

Ready to #MakeYourMark? Apply now!

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos

Responsibilities

What you’ll do on a typical day:

• Assist Clients with technical support, product upgrades, maintenance, diagnostics, and more — providing unmatched service that allows our technologies to deliver and exceed client expectations. You will effectively troubleshoot, replicate, and develop creative solutions for client challenges, escalating to second-level support if needed.
• Serve as the Subject Matter Expert for industry-standard technology, such as browser web support, user access issues, website customization, etc., while continuing to stay up-to-date on emerging technology and trends and remaining proficient on networks, operating systems, hardware, software, databases, browsers, and related products.
• Be the liaison between Implementation, Client Services, Management, and Corporate Support to ensure high impact challenges are resolved in a timely and satisfactory manner.

Qualifications

TO SUCCEED IN THIS ROLE: Required Qualifications

• 1+ year of Customer Service experience

Bonus Points for these: Preferred Qualifications

• Microsoft Certified Professional (MCP) or equivalent certification/experience

You’ll love working here because you can

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We’re here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.