Technical Support Specialist - Chennai - ADP
- ADP
- 2 - 5 years
- Chennai
- 4 years ago
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Job Description
- 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.
- Bachelor s 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.
Job Classification
Industry: Textile & ApparelFunctional Area: Sales & Business Development, Role Category: Enterprise & B2B SalesRole: Enterprise & B2B SalesEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateContact Details:
Company: ADP SolutionsLocation(s): Chennai
Keyskills: Career development Payroll Sales Process improvement Consulting Machine learning Incident management M&A JIRA Technical support
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