Product Specialist, Reporting

2 weeks ago

Dartmouth, Canada ADP Full time

**Product Specialist Reporting Solutions**

**Job purpose**

Provide internal expertise for all Data Cloud products offered by ADP. The Product Specialist works with all internal stakeholders and acts as client and associate advocate to ensure organization readiness, product and service quality.

**Duties and responsibilities**
- Provide real time support and guidance to frontline associates
- Conduct technical coaching sessions via call and service request evaluation protocol
- Manage and dispatch unassigned cases
- Manage schedule to meet all assignment deadlines and provide support to all Service Solution Specialists and ADP leadership
- Moderate ADPworks/Bridge to meet 24 SLA
- Escalate and assume ownership of all product defects
- Attend and act as client and service advocate defect prioritization meetings
- Attend Organization Readiness Meetings to gather necessary information on upcoming product releases
- Own and manage complex escalations and configuration simplification initiatives
- Create and facilitate regular tech forums to provide additional training and awareness of product features
- Develop and approve all internal support documentation for Reporting Solutions
- Maintain and validate CRS Skills Matrix

**Qualifications**
- Superb collaboration skills
- Technical expertise on ADP Data Cloud products
- Proficient in providing technical coaching
- Excellent organization and prioritization skills
- Exceptional presentation skills
- Excellent time management skills
- Strong communication written and oral

**Education**

Post-secondary diploma or equivalent

**Experience**

3 years supporting ADP Data Cloudnproducts

4-6 years of customer service experience

**Working conditions**

Able to work between 8am-8pm EST

**Physical requirements**

N/A

**Direct reports**

N/A

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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