Technical Support Specialist Alessandria

Technical Support Specialist
Alessandria
Piemonte, Alessandria

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, when needed, with clients to ensure full and joint understanding of the query, issue or request; to keep the client updated on progress and ensure resolution fully meets their needs. Communicate effectively with T1 support colleagues and colleagues of other services (e. g. , Payroll) to ensure an effective and 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. Provide a contribution to the root cause analysis and implement solutions to prevent reoccurrence 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 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: Demonstrate the competencies as detailed in the 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 and high-quality service to clients. Good analytical approach to problem solving and decision making. Effective team player who can contribute 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.

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