Technical Support Analyst I (Bilingual English / Spanish)

adpinternalcareers; Virginia (MN); On-site; USD 48,000 - 62,000; Full time

Job summary

ADP is seeking a Technical Support Analyst to deliver on-the-spot technical support for ADP products, guiding clients through hardware, software, and operating system challenges via phone or remote access.

You will also assist with product upgrades, maintenance, and diagnostics in a metrics-driven call center. Clear communication and professional rapport are essential to exceed client expectations.

Qualifications

• 1+ year of Customer Service experience.
• Microsoft Certified Professional (MCP) or equivalent certification/experience

Responsibilities

• Provide on-the-spot technical support for ADP products via phone or remote access, assisting with hardware, software, and operating system issues.
• Support product upgrades, maintenance, and diagnostics to ensure client satisfaction and smooth operation.
• Act as liaison between clients and internal teams to resolve issues in a timely, professional manner.

Skills

Customer service

Job description

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.

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 is 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.

WHAT YOU'LL DO:

What you can expect 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.

TO SUCCEED IN THIS ROLE

Required Qualifications

• 1+ year of Customer Service experience

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.