Client Service & Product Support Specialist

ADP Is Hiring a Client Service - Product Support Specialist!

Well, this may be the role for you. Ready to make your mark?

In this role, the Support Specialist will be responsible for providing enterprise level support to clients and workers via live chat, email, and phone channels. You will act as a first point of contact for clients and workers and help triage and strategize to answer questions related to the WorkMarket platform.

We are looking for someone with a curiosity for technology, a passion for service, a problem solver, an active listener and goal oriented. You must be a relationship builder, organized and communicate clearly while thinking outside the box to help resolve matters efficiently and effectively.

What you can expect on a typical day:

Provide enterprise level support. You will provide platform support to clients and workers by answering feature related questions and collaborate with the Customer Support team to triage and address immediate technical support questions.

Prioritize. You will drive resolution on escalated customer issues and work with our product team to provide additional visibility into common questions and issues to continuously evolve the client and worker platform experience.

Problem solve. Resolve product or service issues by clarifying the customers' complaint or concern; determine the cause of the problem; selecting and explaining the best solutions to solve the problem; expediting correcting or adjustments with following up to ensure resolution.

To succeed in this role:

• Positive self-starter. You are a highly motivated and resourceful individual who has a dedication to providing world-class support by exceeding expectations through each interaction with WorkMarket users.
• Problem solver. The ideal candidate is a fiercely loyal advocate for our users, a creative problem solver and a collaborative team member. This person must be energized by working with people, while still being able to work independently in a fast paced environment with the most important component of empathy added where needed to resolve issues.
• Time management. You have excellent time management skills and can multitask to accomplish various goals simultaneously within a team setting.
• Curiosity for technology. You have experience with or a curiosity for technology and jump in to find a work around or resolution to an issue. The ideal candidate thrives 'in the grey' where process is regularly iterated based on the GTM nature of the product.

Experience that will set you up for success:

A college degree is great but not required. What's more important is having the skills to do the job. If you don't have a college degree, other acceptable experience could include:

• 1-3 years of customer service experience with demonstrated abilities to execute and de-escalate situations
• Previous SaaS support experience not required but a plus
• Excellent verbal and written communication skills
• Solid computer skills and ability to troubleshoot and provide remote technical assistance to users where needed
• Experience working with Zendesk, JIRA, Google applications, Office and other industry standard applications are a plus