Lead - Technical Support Specialist - Chennai @ ADP

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.