Talent-Client Service Consultant

ADP is hiring a  Technical Product Consultant I. This position is responsible for mastering products/applications and owning the technical relationship with our customers and the internal teams. The Technical Product Consultant is not only the technical support contact but also responsible for maintaining a high level of Customer Service. The position is responsible for developing solutions to resolve complex technical problems and counsel with customers. The goal of this position is to develop and manage a long-term partnership with customers to ensure they remain successful and realize the full value of their investment. The position drives customer satisfaction by proactively managing, troubleshooting and delivering technical solutions.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

Position Summary:

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• Provides functional and technical support to an assigned base of National Account clients which requires advanced product knowledge and technical expertise.
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• Builds strong relationships with key client contacts providing guidance on best practices and industry trends. Provides ongoing consultative insight on methods which will enable clients to streamline processes and maximize usage of available system functionality.
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• Leads and or assist with periodic Solution Design reviews designed to assess a client’s usage of the system, current pain-points and inefficiencies with the system setup and configuration.
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• Manages a high volume of client related issues on a day to day basis ranging in degree of complexity, prioritizing, diagnosing, troubleshooting, documenting and resolving reported issues within established service guidelines.
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• Maintains open lines of communication with internal business partners to insure tight coordination on issues requiring cross-functional support and collaboration.
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• Monitors and updates internal systems with information regarding Client Health and actions being taken to remediate issues
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• Serves as the client advocate and is accountable for a client’s overall satisfaction with the platform and services.
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RESPONSIBILITIES:

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• Proactively own and manage a book of business and maintain a high-touch customer relationships to ensure satisfaction, issue resolution and retention. Provide single point of contact for customer issues
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• Apply fundamental troubleshooting skills to issues before escalating
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• Diagnose and resolve issues related to corrupt data, application code errors, system performance, operating environment or third-party system problems
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• Occupy inbound client phone queue to assist in resolving client issues in a timely manner
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• Ensure customer service level agreements (SLA)
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• Accountable for all technical/product issues and technical relationship
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• Ability to use a variety of communication channels
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• Analysis & Consultation
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  • Conducts project meetings and activities per client needs.
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  • Analyze existing client systems, interface requirements, business process, reporting and operational needs to determine client needs and appropriate solutions
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  • Responsible for development of design documents and customized reporting documents.
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  • Provides professional consulting services in the areas of product/service customizations, business process, complex custom reports/interpretation and special projects as related to implementation effort
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  • Collaborate with internal delivery teams (to include Implementation, technical services, project services, product and development) to ensure positive client experience.
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• Configuration / Integration
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  • Works and counsels with client on system and service configuration efforts, product adaptation and business best practice solutions.
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  • Determines best methodology and oversees the accurate and timely conversion of client's data
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  • Formulate, prioritize and submit incident, enhancement requests and application modification recommendations to Development for prioritization and deployment in future releases.
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• Validation
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  • Builds client control information and oversees the pre- and post-implementation testing of products.
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  • Oversees formal hand-off of system and operational services to other ADP departments/clients.
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  • Partners with Project Services and Implementation to leverage validation tools to ensure system will perform its intended functions.
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  • Performs troubleshooting across a range of environments and operating systems and advises users of appropriate actions, escalating as necessary.
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• Performs other related duties as assigned
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QUALIFICATIONS REQUIRED:

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• Bachelor's Degree or Equivalent in Education & Experience Required
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• 1-3 Years Directly Related Experience in a client service environment and owning a book of business
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