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Technical Support Analyst I

Technical Support Analyst I

ADPPlaza Drive, Ann Arbor, MI, US
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Position Description

ADP is in a hybrid model. This role requires 3 days a week in the office.

ADP is hiring a Technical Support Analyst I.  In this position, you will provide technical support to clients regarding the resolution of issues related to our industry-specific software solutions via email, phone or remote access. Support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. Stays current with emerging technology and trends to provide technical support for product rollouts and / or existing offerings.

At ADP we are driven by your success.  We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at 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, - Social Responsibility.

RESPONSIBILITIES :

  • Provide technical support to clients regarding the resolution of software and integration point issues via email, phone or remote access for supported applications or products.
  • Responds promptly and professionally.
  • Analyzes client issues to determine if a resolution can be found on the initial call or if next-level support is required.
  • Effectively troubleshoots, replicates, and develops workarounds for client issues.
  • Documents and communicates the results to the client and / or internal partners.
  • Maintains appropriate records of client contact through the CRM system.
  • Uses Knowledge Base articles to locate solutions to issues.
  • Ensures case notes thoroughly detail the problem / resolution, are comprehensive of the issue, and are professional.
  • Assists in new product pilots and rollouts to other departments and clients.
  • Acts as liaison between Implementation, Loyalty, Management, and internal partners to ensure high-impact problems are resolved in a timely and satisfactory manner.
  • Stays current with emerging technology and trends to provide technical support for product rollouts and / or existing offerings.
  • Remains proficient in networks, operating systems, hardware, software, databases, browsers, and related products.
  • Assists in developing internal documentation to support new features and procedures for product enhancements.
  • Performs other related duties as assigned.

REQUIRED QUALIFICATIONS :

  • Client-facing customer service experience (phone & email)
  • Understanding of Windows environment (server and client)
  • Including MS Office Suite experience
  • Team player and someone who is not afraid to ask questions
  • Ability to work in a fast-paced environment
  • Ability to efficiently multitask and prioritize
  • Critical thinker and detail-oriented
  • Willingness to learn
  • Ability to embrace change and adapt
  • Effective verbal and written communication skills
  • 1 - 3 Years of ADP Client Services or equivalent outside experience
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    Technical Support Analyst • Plaza Drive, Ann Arbor, MI, US