NAS Project Services Implementation Consultant

hace 2 semanas

distrito federal, México ADP, Inc. A tiempo completo

Core Responsibilities:

  • Case ownership resolution based on established timeframe.
  • Support Clients in implementing project requests to ADP specific products and provide technical and product support for the resolution of product hardware and software issues using phone, remote access, and email within the time allotted.
  • Support and project manage product migration by analyzing client needs, system configuration, testing, and client education.
  • Maintain accurate, complete, and professional records of client contact through the systems available (Siebel, CEH & FinancialForce).
  • Ensure case notes are thorough with details on the problem and the steps taken to bring to resolution.
  • Provide support and resolution to client issues and ensure that all project-related issues are resolved prior to transitioning over to the clients' HCM Service Consultant.
  • Call clients on a proactive basis to ensure customer satisfaction and provide follow-up on client Quality Surveys.
  • Maintain accurate records on client feedback and handle initial client escalations while coordinating with appropriate support teams - Tech Support, Project Services Leadership & Service Team.
  • Mentor newly hired associates to ensure successful integration into the role.
  • Work on projects to support departmental goals.

Requirements:

  • Minimum of 2nd year college with no failed subjects and in good standing or a Bachelor's degree related to Business Administration, Marketing, or Human Resources.
  • At least 6 months to 1 year of BPO/Shared Services experience, general office, customer service, and/or data entry experience.
  • Above average verbal and written communication skills, analytical and problem-solving skills.
  • Project management experience and involvement in a continuous improvement initiative is preferred.
  • Experience handling free-flowing troubleshooting calls is preferred.
  • Good exposure to Microsoft Office and any database platform is a plus.
  • Articulate with a good grasp of the English language; ability to maintain a conversation is needed in the job.
  • Understanding of networking, WebEx Meeting, and other web-based tools.
  • Background with US Payroll processes is a plus.

Competencies:

  • Service excellence and ability to understand customer needs and create solutions to presented issues or concerns.
  • Ability to think outside of the suggested workflow; ensuring that all issues are resolved within the parameters set in the ADP guidelines.
  • Detail-oriented, skilled in the documentation of processes or workflows including the resolutions done with the Clients.
  • Open to learning new concepts and staying current on emerging technology and trends to provide technical support for current products or product rollouts.
  • Proficient on networks, operating systems, hardware, software, databases, browsers, and related products.

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 here to learn more about ADP’s culture and our full set of values.

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