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TLM consultant support
3 weeks ago
Role: Canada TLM Voice Support
Brief Description Of Role
Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all ADP supported applications or products. Support the end users, including installation, upgrades, maintenance, troubleshooting and diagnostics to determine solutions and alternatives. Stay current with emerging technology and trends in order to provide technical support for product roll-outs and/or existing offerings.
Basic Requirements
- 2 to 5 years of experience working with an international call center is a must
- Inbound experience in Technical Support, Service Helpdesk would be most preferred
- Candidate must possess a technical bent of mind and strong analytical abilities
- Excellent communication skills is a MUST. Fluency in spoken and written English with no MTI or grammatical issues (sentence construction, pronunciations)
- Excellent Customer Service skills - High focus on Client Experience & problem resolution
- Ability to work under pressure is a must - Adept at working in a high call volume environment and should be open to working in all US shifts
- Must be comfortable working on MS Excel and prior experience working on reports or data would be helpful
- Familiar with all Windows OS - Windows 10, Win XP, Windows 7 Professional
- Proficient in call handling and provide professional end user support via telephone
- Work effectively in a team environment
- Ability to research and solve end user questioning
- Ability to consistently deliver quality service under the pressures of volume variances in inbound calls, length of calls, and escalations
- Ability to be multi-tasked, work in a fast paced team and meet deadlines
- Responds promptly and professionally. Must be extremely patient in dealing with irate or insistent clients.
- Willingness to take ownership and continuously improve based on feedback
TECHNICAL SKILLS (Below Skills Would Be a Huge PLUS)
- Windows based network configuration protocols, mapping drives, and installing software
- Understanding of Single Sign On Technology
- Familiarity with Remote software
- Understanding of Windows Explorer, internet browser settings and system troubleshooting
A little about ADP:
We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
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.
Ethics at ADP:
ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP's culture and our full set of values.
