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Bilingual Service Support Specialist

2 weeks ago

Quebec City, Canada ADP Full time

The Service Support Specialist acts as a technical resource to the client service team and ADP clients by supporting software, legislative and programming inquires. This role is multi-faceted as the Specialist may also acts as an escalation resource for CSR's and Managers during client conference calls and client visits, as well as coaching and organizational readiness for client service initiatives. Through their technical mentoring they coach and upskill new and existing associates on ADP programs and processes.

RESPONSIBILITIES
- Act as a technical mentor to the client service associates (analyze associate trends and determine knowledge gaps) ensuring feedback is provide to Managers where coaching or training is required
- Provide technical training to associates as needed.
- Escalation resources: assist management team with client escalations where required, and provide end-to-end service experience, following up with all parties involved.
- Support resources: Manager, CSR, client conference calls, attending client visits and taking complex projects works/issues which are above CSR capabilities.

**COMPETENCIES**

Knowledge, Experience, and Skills:
**Required**:

- Minimum 18 months ADP business experience
- Thorough knowledge of ADP/HR products & tools:

- Workforce Now
- Paytech / Autopay Mainframe(s)
- Siebel
- ADPworks, LUMIN, SharePoint
- Ability to train/mentor associates
- Ability to provide feedback to associates/managers
- Working knowledge of Microsoft tools (Excel, Word, PowerPoint, and Outlook)

**Preferred**:

- PCP Designation (Payroll compliance legislation, Payroll fundamental 1 & 2, and Introduction to Accounting)
- Labour Cost, GL reporting
- Payroll Reversals
- Direct Connect Transmit
- Additional WFN modules considered a strong asset: Time & Attendance, Benefits, Performance, Compensation, Analytics, etc.

**Attributes**:

- Self-motivated/takes initiative and proven ability to work independently or in a team.
- Good coaching and mentoring and conflict resolution experience
- Demonstrated ability to multi-task, probe, analyze trends, problem solve complex issues and recommend appropriate course of action.
- Strong client focus consistent with Stellar Service Initiatives.
- Excellent interpersonal and follow-up skills
- Stays current on updates to ADP products & services
- Superior verbal and written communication skills
- Supportive of ADP's vision by demonstrating professionalism and maintaining confidentiality
- Fully bilingual French/English

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.