ADP: Sr Client Service & Product Support Specialist

Position Summary:The Senior Client Service & Product Consultant Performs business support work.

Primarily applicable to roles whose main purpose is to provide service or other functional support to others in the application of business strategy, typically acting as a resource or being part of a business and often clerical process.

Uses administrative, data organizing and coordination and/or client service skills to complete work.

Performs tasks according to established procedures.

Responsible for providing first tier support to clients for a single (or variety of) products by providing prompt responses to service inquiries.

Provides support for application users which may include various levels of instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives.

Maintains effective verbal and written communications with all parties.

May work with internal technical (& /or tier 2) support as needed to identify issue resolution.

(Note: ” Senior” levels may serve as ” Tier-2″ supportto less-senior levels on procedural/product related issues that do not otherwise require a deep functional/theoretical knowledge of a given specialty (ex.

HR, Recruitment, Compensation, Payroll, etc.).

Refer to Professional Band for roles that require such in-depth knowledge.) Has developed specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience.

Completes work with a limited degree of supervision.

Likely to act as an informal resource for colleagues with less experience.Provides informal guidance and support to more junior team members.Provides solutions to problems in situations that are atypical or infrequently occurring based on practice and existing precedents or procedures.

Typically covers a large geography (serving several medium-size to large BU’s locally) or a limited number of small to medium-size geographies.Impacts the quality, timeliness and effectiveness of the team; uses discretion to modify work practices and processes to achieve results or improve efficiency.Provides support for cardholder users which may include various levels of issue resolution or product/process consulting.Maintains effective verbal and written communications with all parties.Key Responsibilities:Performs routine assignments in the entry level to a professional job progression.Uses knowledge of how the team integrates with others to accomplish the team objectives.Develops competence by performing structured work assignments.Uses existing procedures to solve routine or standard problems.Receives instruction, guidance and direction from others.Uses best practices and knowledge of internal or external business issues to improve products or services.

QUALIFICATIONS REQUIRED:Typically requires AA – or equivalent in education and experience.Typically requires a minimum of 2 4 years.Typically requires previous professional experienceIs skilled in a range of processes, procedures and systems to carry out assigned tasks or has developed deep skills in a single area.Requires knowledge of practices and procedures within a discipline.

CRITERIA: Preference will be given to candidates who have the following:Applies general knowledge of business through education or past experience.Explains technical information within the team.Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments.Works within standardized procedures and practices to achieve objectives and meet deadlines.Exchanges straightforward information, asks questions and checks for understanding.