Client Services & Product Support Consultant
ADP

Unlock Your Career Potential: Relationship Management at ADP. Do you enjoy exploring, identifying and inspiring the future of the workplace and the lives of millions of people? At ADP, the world's largest B2B cloud company, our Relationship Management team is comprised of brilliant team members that help turn talent into performance through innovative solutions designed for team leaders -- ultimately our clients. Grounded in decades of research on what drives engagement and performance in teams -- our technology, coaching and education offerings help companies build more teams like their best teams. Named one of Forbes' "Most Innovative Companies" and one of Computerworld's "100 Best Places to Work in IT", we at ADP, Inc. are committed to leading the way in product development and research, empowering you to bring to life the latest innovations that will forever change the way businesses manage their most vital asset, employees.

Do these words describe you? Partner. Implementer. Change Driver. Creative Problem Solver. Game Changer.

Are you constantly provoking, inspiring and challenging new ways of thinking?

Do you feel strong bringing strategic value to your clients?

If your answer to these questions is an enthusiastic "yes" then please keep reading! The Client Success team is looking for Client Services & Product Support Consultant.

POSITION SUMMARY

As a Client Services & Product Support Consultant, you are responsible for ensuring a best-in-class StandOut experience for all of our platform users, for both customers and internal teams. You will be providing customer support and technical troubleshooting on platform issues, as well as creating and maintaining TMBC product knowledge assets (training materials, Help Desk documentation, FAQs, videos, etc.). The Client Services & Product Support Consultant will see that clients are educated and supported through the proper coordination of development, training, project-based consulting resources, and/or technical troubleshooting. Cross-team collaboration will be a key part of the job, as the Client and Product Consultant you will work closely with product teams, engineers, QA, and our client relationship teams.

This is a full-time position working out of the OneADP Office in Maitland, FL.

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:

• Develop and maintain a thorough, up-to-date understanding of the StandOut platform and its various customizations and configurations for existing clients.
• Provide software application support by answering standard problems; analyzing information and standard practices to make judgments. We are looking for people with a knack for investigating issues and getting answers.
• Communicate with customers and client representatives via phone and our online case management system.
• Manage open and ongoing support cases, ensuring that service level agreements are met for our clients. Consistently recording appropriate metadata for each case.
• Analyze and properly triage incoming cases to determine when they need to be escalated to our engineering team or other internal teams. Work with the technology team through the entire bug lifecycle while keeping both client and internal teams informed, as needed.
• Be proactive in helping contribute to product and process enhancements with our product and development teams by using client and internal team feedback, as well as personal product support experience.
• Maintain and contribute to informational assets (external and internal) for the platform, including training materials, help desk materials, and internal knowledgebase resources-- ensuring quality, consistency, up-to-date accuracy and relevance of all assets.

QUALIFICATIONS REQUIRED:

• BA/BS in applicable field, or equivalent in experience
• 4+ years of relevant experience in software support and training
• Analytical mindset, with an ability to: 1) understand inquiries, business processes, use cases, and workflows as they relate to system functionality, 2) to determine cause and effect in software systems, and 3) to differentiate between system defects and user errors
• Excellent verbal and written communication skills, with ability to clearly articulate technical issues, resolutions, and workarounds to non-technical client representatives and customers
• Positive and collaborative attitude is a MUST! Ability to work collaboratively and independently within a team and across various internal teams as someone who is responsible and dependable.
• Extremely detail-oriented with strong organizational and time management skills
• Proactive and independent when it comes to learning, investigating, and finding answers by utilizing all available resources
• Flexibility and adaptability to thrive in a fast-growing, fast-changing environment
• Availability to travel up to 2-3 times per year for in-person team events and trainings