Technical Support Specialist Milano

Technical Support Specialist
Milano
Lombardia, Milano

Technical Support Specialist JOB PURPOSE: To investigate and solve simple and complex client queries, issues and requests.

Maintain application: light development, new calculation rules, parameters.

KEY RESPONSIBILITIES: Resolving simple and complex client queries, issues and requests to client satisfaction. Ensure that product knowledge is kept up to date. Identifying and implementing service and process improvements. Contributing to the Root Cause Analysis about the issues raised by the clients. KEY DUTIES/TASKS: Communicate with clients to ensure full understanding of the query, issue or request; keep the client updated on progress and ensure resolution meets their needs. Communicate effectively with T1 support colleagues and other service colleagues (e. g. , Payroll) for fast resolution of client requests. Take accountability for the successful resolution of escalated client queries, issues and requests within the agreed timeframe and to the right standard. Use the relevant systems (CRM) to log, update and track client requests through to satisfactory resolution. Contribute to root cause analysis and implement solutions to prevent recurrence of client queries, issues and requests. Actively manage own knowledge and skills to meet task productivity and quality standards. Contribute to special projects (single or cross-service). Identify service, process and product improvements. Provide continuous feedback to Implementation to improve the ADP product and its configuration during the setup. Perform other duties as required and as business dictates. SUPERVISORY RESPONSIBILITIES: Will be expected to work under own initiative for day-to-day tasks in line with overall management guidance.

Reports to the Technical Service Group Manager and has no direct supervisory responsibilities but will be expected to manage project resources.

SKILLS AND KNOWLEDGE: Knowledge required:

Microsoft Office (including Advanced Excel)

Highest degree of ADP Payroll Products and/or Technical Skill knowledge

Strong data importing, extraction and report writing skills

Payroll or T/A legislation rules (CCNL)

Skills required:

Must demonstrate competencies as detailed in Leadership Expectations for Individual Contributors.

Good organizational skills.

Ability to organize a large volume of concurrent work to achieve productivity targets.

Ability to remain calm under pressure and deliver consistent, high-quality service to clients.

Good analytical approach to problem-solving and decision-making.

Effective team player who contributes to team culture and targets.

EDUCATION AND EXPERIENCE:

Strong customer service experience.

IT and/or technical experience.

Effective communication skills, both verbal and written, at all levels.

Customer service skills.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise.

We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging.

We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws.

We also expect our people to uphold our values with the highest level of integrity.

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