An enthusiastic and highly motivated Technical Support Specialist to identify, diagnose and resolve customer issues
As a Technical Support Specialist, you will work with Customer Success, Product and Engineers to advocate for our customers
You have a passion for solving challenging problems and learning new technology
This is an exciting opportunity to work in a challenging, fast-paced environment with a high-performance team
At Lifion by ADP, we strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility
Responsibilities:
Develop and maintain in-depth knowledge of ADP Next Gen software Responsible for providing tier 12 technical support to Lifion customers Triage tier 3 queries and utilize product knowledge to accurately route or escalate tickets to appropriate internal teams
Manage issues reported by customers from initial contact to resolution submitted through an incident management system
Follow up with internal teams with appropriate updates and ensure tickets are updated and closed in a timely manner
Prioritize and resolve service requests and incidents within predetermined SLAs Maintain internal knowledgebase and external documentation Contribute to departmental initiatives and identify opportunities for process improvement
Requirements:
Bachelors degree with at least 2 years experience working in customer/technical support Strong written and verbal communication skills
Critical thinker with strong organizational and time management skills
Ability to be empathetic, compassionate, responsive and resourceful
A strong curiosity and the ability to learn quickly
Ability to effectively communicate and collaborate cross-functionally with Customer Success, Product and Engineering Teams
Creative problem-solving and analytical skills
Ability to work in a challenging and fast-paced environment
Ability to mult-task, prioritize work and adapt to changing environments
Proficient with Incident/Problem Ticket Management System
Knowledge of JIRA and Confluence, a plus
Experience in domains HR, Payroll Processing, Benefits and/or Time, a plus
