28 days old

Global Support Representative - 6007218010292019

Uniontown, AR 72955
  • Job Code
    6007218010292019
\u003Cdiv\u003E\u003Cstrong\u003EGlobal Support Representative (Tier 2 level)\u003C/strong\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003EI. Overview\u003C/u\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EThe MNC Client Service Organization is committed to providing World Class Service to all clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates. \u0026quot;Service is not to smile at customers, it\u0027s getting customers to smile at you\u0026quot;.\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003ERole Objective\u003C/u\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EThe Global Support representative (Tier 2 level) works in the main client-facing activity undertaken in the recurring stage of ADP MNC\u0027s operation. It is therefore a position of paramount importance when it comes to building solid bridges with the internal and external clients. The Global Support representative (Tier 2 level) is the escalation point between ADP MNC Support team Tier 1 and its clients, and is viewed as a critical enabler of relationships which are fulfilling and profitable for both parties.\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003EII. Responsibilities\u003C/u\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EADP MNC manages its recurring operation through the offering of different services to the clients. Each of these services has specific characteristics and therefore presents different challenges.\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003EThe Global Support Representative\u003C/u\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EThe Support team mission is to assist, guide and improve the clients\u0027 experience when using ADP MNC\u0027s tools by providing functional, technical and operational help; by answering any questions and requests that the tools\u0027 users may have; and by escalating bugs, incidents or outages on behalf of the customers when such issues surface.\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EServes as a service expert liaising with the Partners and Operations team members in order to support the users of ADP MNC\u0027s client and partner bases.\u003C/li\u003E \u003Cli\u003EAssists Tier 1 representatives by resolving enquiries forwarded through the ticketing system in a timely manner.\u003C/li\u003E \u003Cli\u003EEscalates and aggressively pursues problem resolution on behalf of the customer.\u003C/li\u003E \u003Cli\u003EBecomes the owner of any issues assigned to him/her until their final resolution.\u003C/li\u003E \u003Cli\u003EUnderstands the clients\u0027 needs and problems to ensure the highest level of satisfaction whilst troubleshooting an issue.\u003C/li\u003E \u003Cli\u003EGathers feedback from the client and partner bases regarding bugs, enhancements and outages, and forwards the relevant information to the appropriate parties (IT, RDi, Security).\u003C/li\u003E \u003Cli\u003EDocuments solutions to problems for future perusal by other Global Support Representatives.\u003C/li\u003E \u003Cli\u003EEffectively uses the applications and tools provided to undertake the day to day operation, including CRM systems, ticketing tools, webconferencing applications and remote control software.\u003C/li\u003E \u003Cli\u003EPartners with the rest of Production teams while striving to establish a friendly yet rigorous working environment.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003EIII. Qualifications\u003C/u\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EExperience:\u003C/p\u003E \u003Cul\u003E \u003Cul\u003E \u003Cli\u003E3 years of relevant working experience, with 1 year (minimum) handling customer support duties or any client facing role which included problem solving tasks.\u003C/li\u003E \u003Cli\u003EProven track record of success in high-pressure, client facing positions.\u003C/li\u003E \u003Cli\u003EInternational exposure.\u003C/li\u003E \u003Cli\u003EDocumentation and/or training to internal users/newcomers experience is highly expected.\u003C/li\u003E \u003Cli\u003EHR, Payroll or financial service delivery experience is a plus.\u003C/li\u003E \u003C/ul\u003E \u003C/ul\u003E \u003Cp\u003ESkills:\u003C/p\u003E \u003Cul\u003E \u003Cul\u003E \u003Cli\u003EExcellent verbal and written communication skills. Perfect communications skills facing user groups.\u003C/li\u003E \u003Cli\u003EInternational culture and ability to work in a multinational environment. Open minded.\u003C/li\u003E \u003Cli\u003EEmpathic, energetic and engaging, able to easily convey concise messages to the audience.\u003C/li\u003E \u003Cli\u003EVery patient and resilient, must possess good interpersonal talents including negotiation abilities.\u003C/li\u003E \u003Cli\u003EStrong analytical, problem solving and organizational skills, highly methodical working habits and exquisite attention to detail.\u003C/li\u003E \u003Cli\u003EHighly motivated by customer satisfaction. Effective listening, concern with quality and an appropriate sense of urgency in fulfilling customer requirements.\u003C/li\u003E \u003Cli\u003EPC skills: Word, Excel, Power Point, ticketing tools (such as JIRA), CRM (such as Siebel), webconferencing applications and remote control software.\u003C/li\u003E \u003Cli\u003EExcellent command of the English language. Additional languages are pluses (Spanish is recommended).\u003C/li\u003E \u003C/ul\u003E \u003C/ul\u003E \u003Cul\u003E \u003Cli\u003E\u003Cstrong\u003EEducation:\u003Cbr /\u003E\u003C/strong\u003E \u003Cul\u003E \u003Cul\u003E \u003Cli\u003EUniversity degree or equivalent in education or experience.\u003C/li\u003E \u003C/ul\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003EIV. Key Interfaces\u003Cbr /\u003E\u003C/u\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cul\u003E \u003Cli\u003EADP MNC Offshored teams\u003C/li\u003E \u003Cli\u003EADP MNC Service Relationship Managers\u003C/li\u003E \u003Cli\u003EADP MNC Central Services Setup team members \u003Cul\u003E \u003Cli\u003EADP MNC Network and Operations Representatives\u003C/li\u003E \u003Cli\u003EADP MNC Deployment team\u003C/li\u003E \u003Cli\u003EClient base and Partners Network\u003C/li\u003E \u003C/ul\u003E \u003C/li\u003E \u003C/ul\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003EV. Reporting Relationships\u003C/u\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EOrganization: MNC\u003C/p\u003E \u003Cp\u003ESupervisor: Central Data Hub Lead\u003C/p\u003E \u003Cp\u003ELocation: Barcelona\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EPREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:\u003Cbr /\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EBachelor\u0027s degree Prefered\u003C/li\u003E \u003Cli\u003EStrong client relationship and interpersonal skills\u003C/li\u003E \u003Cli\u003EMust be comfortable working in a performance-based and structured environment while demonstrating high ethical standards\u003C/li\u003E \u003Cli\u003EDemonstrated ability to learn and apply basic concepts in new situations\u003C/li\u003E \u003Cli\u003EOrganizational Skills: the ability to multi-task, set priorities, and follow up in a timely manner\u003C/li\u003E \u003Cli\u003EAbility to collaborate and work in a team environment as well as work independently and make sound decisions\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u0026reg; Magazine, and recognized by DiversityInc\u0026reg; as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0026quot;Always Designing for People\u0026quot; means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EAt ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003ECategory: Operation\u003C/strong\u003E\u003C/p\u003E \u003C/li\u003E \u003C/ul\u003E \u003C/div\u003E \u003Cp\u003E\u0026nbsp;\u003C/p\u003E \u003Cdiv\u003E\u0026nbsp;\u003C/div\u003E \u003Cp\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u0026reg; Magazine, and recognized by DiversityInc\u0026reg; as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0026quot;Always Designing for People\u0026quot; means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/p\u003E \u003Cdiv\u003E\u0026nbsp;\u003C/div\u003E \u003Cp\u003EAt ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.\u003C/p\u003E \u003Cdiv\u003E\u0026nbsp;\u003C/div\u003E \u003CP\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.\u003C/P\u003E

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Posted: 2019-11-13 Expires: 2019-12-13

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Global Support Representative - 6007218010292019

ADP
Uniontown, AR 72955

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