Sr Client Tech Support Consultant
Location: El Paso
Posted on: May 13, 2022
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
Provides functional, procedural and technical guidance to the
Comprehensive Services organization (HR, Ben, Payroll, RM, etc.) to
resolve product & client issues by utilizing extensive product
knowledge, problem solving skills & troubleshooting experience for
current platform with regards to payroll, Human Resources and time
and labor modules. Partners closely to share best practices and
product knowledge for previous mentioned areas, as well as
connections, 3rd party services such as SkillSoft, & products or
process implications affecting payroll and/or benefits
administration. Assists with growth & development of service
associates by identifying training and mentoring opportunities and
assists with facilitating training. Participates in projects such
as system rollouts & releases, client database spin and merges,
client acquisitions, client system optimization, etc. Coordinates
efforts between service teams & internal ADP business partners
(HPS, BES, Tax & Finance, etc.) & external 3rd parties as
Aids overall client satisfaction by providing dedicated ownership
of large, complex, value-added tasks and/or services requiring
project coordination with tenured, skilled and dedicated team
resources. Works with internal business partners including sales,
relationship managers, implementation, client services and
technical support to strategize best practices for project
resolution and client system optimization.
We currently have several opportunities available in the following
Essential Duties and Responsibilities:
Provides advanced application support to all levels of service and
implementation associates via phone, chat, CRM, email or in person
for Comprehensive HR, Comprehensive Payroll, and Comprehensive
Benefits, regarding the resolution of product and client issues.
Utilize extensive product/process experience to support all current
versions of payroll, HR, Benefits, Time & Attendance and iProducts
offered to Comprehensive Services clients and identify issues,
troubleshoot client problems and assist with resolution.
Coordinates communications with other departments to expedite
responses to critical client situations. May interface with client
or 3rd party administrators to troubleshoot/resolve issues.
Continually upgrades knowledge & skill base relating to both new
product rollout & existing products to increase proficiency in a
technical support capacity. May champion and/or assist in the
coordination & communication of special client events (e.g.,
related to client's acquisition/divestiture activity), support new
client on-boarding & transition to service from implementation, or
assist in new product rollouts, releases/patches internally or with
clients. May also assist in helping client adapt to regulatory
Mentors all levels of service associates. Remain current with
emerging technology in order to provide technical support for new
product rollouts and/or existing offerings. Provides instruction &
guidance on product & features, & specific processes & procedures,
and soft skill development. Effectively troubleshoot, replicate and
develop resolution for client issues. Work with newly hired
associates as a coach. Identifies training needs. Coordinates & may
deliver training or booster classes to all levels.
Responds to complex client issues & escalations to ensure that
support rendered meets or exceeds the client's needs to ensure
client satisfaction. Provides complex technical expertise &
guidance to the less senior Solutions Consultants. May provide
input to decisions making (i.e., assess the impact of new or
revised) regarding operational objectives, processes, & procedures.
Monitors & reports on the status of assigned projects including
identification of actual or potential issues which may impact final
results or delay deliverables.
Mentors and trains newly hired associates to ensure successful
transition. Works closely with development in determining future
product enhancements based on documented and cataloged feedback
from field associates and clients. Stay up to date on future
application developmentswithin the company and within the business
sector. Diagnosis of the most complex client related problems.
Responsible for the successful service delivery of large, complex,
value-added task/projects to clients. Projects requrie advanced
functional area knowledge and/or advanced product expertise and
could have multi-product implications. May involve on-site client
Identifies and develops project plans.
Monitors project progress and provides regular updates to the
client, and vested ADP stakeholders.
Determines the components of the project and prepares project plan
and scope of all required activities, including involving all ADP
Business units whose assistance may be required.
Performs testing and validation as required.
Resolves any problems or issues that may arise throughout the
Support clients by supplying resources such as documentation and
Act as Project Manager to coordinate client re-engagements. Assess
current utilization of related ADP products and client knowledge.
Make recommendations to enhance current scope of products and
training needs, in conjunction with client, prepare project plan to
Based on technical expertise, selected to participate in pilots,
councils and roll outs in a leadership capacity. Participates in
team initiatives (internal and external) to strengthen relationship
building and cross team processes. Liaison to other functional
areas including Sales, Relationship Mgmt, Implementation and
Preferred Bachelor's degree
Versed in 1-2 applications (payroll, time, HR, and/or benefit
CPP or PHR Preferred
3 -- 5 years Experience as a Client Service or Implementation
Keywords: ADP, El Paso , Sr Client Tech Support Consultant, Professions , El Paso, Texas
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