SBS Client Services 24x7 Technical Support Specialist

The SBS Technical Support Specialist provides timely technical guidance and support to SBS associates of various
levels of tenure and knowledge and to new clients whose knowledge level ranges from no payroll experience to payroll
expertise as they transition to ADP. Handles and resolves escalated implementation issues by utilizing extensive product
and payroll knowledge and troubleshooting experience. Works effectively to set proper expectations to achieve total client
satisfaction and contribute to first year client retention. Supports department by monitoring the accuracy and
completeness of incoming orders. May also distribute orders appropriately to ensure workload balance for all team
members. Provides ongoing mentoring and training to Implementation associates and recommends and supports
development of training programs as needed. Acts as back-up to Manager and to other associates as needed.
• Provides technical and training support to Implementation associates of various tenure regarding resolution of
product and client issues or instruction on department procedures.
• Serves as the first point of contact in the escalation process. Works with associates, new clients and other
departments to troubleshoot and extensively research multiple complex and/or escalated issues simultaneously.
Provides follow up and resolves issues within a timely manner to ensure successful client transition and on
boarding to ADP that results in client satisfaction.
• Assesses departmental training needs, recommends and supports development and schedules and delivers
programs as needed. Counsels and mentors associates by providing feedback on performance and aptitude.
• Keeps up-to-date and proficient on payroll, tax and legal regulations and new product enhancements and
changes via in-house training, seminars, documentation, etc. to increase proficiency in technical support
capability. Attends leadership and mentor training.
• Acts as back-up to manager by providing technical support, prioritizing critical issues, providing direction and
ensuring that deadlines, quality measurements, and implementation standards are met. At times, may receive
incoming sales orders and review for completeness and accuracy. Assists with order tracking and distribution to
ensure workload balance in the department. Provides input to management for performance appraisals of
associates where appropriate. May assist in the recruiting process.
• During peak volume times assists with the implementation of new client starts.