Resolution Support Specialist I

Profile

ADP is hiring a Customer Service Resolution Support Specialist I. In this position, you will audit and validate new sales orders and research issues and discrepancies; correct system data as appropriate and recommend solutions for continuous improvement. Issues may vary from basic and administrative to complex, technical or plan document related. You will submit adjustments and determine appropriate corrective action to resolve issues and minimize impact to clients and E&O. You may contact internal clients and vendors directly depending on work type. You must meet internal SLAs for response times and act as key resource for internal and external business units and a SME in projects and initiatives

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.

RESPONSIBILITIES:

Pulls monthly activations report and audits, researches and conducts issue resolution

Determines appropriate corrective action to resolve issues and minimize impact to clients. Corrects system data as appropriate.

Documents notes and outcomes

Meets internal SLAs for response times.

Successfully navigates through all systems and properly utilizes each system to its full potential i.e. QBMS, IS Apps, Vendor portals, Tableau

Demonstrates understanding of the process and can troubleshoot issues with documentation and data

Understands procedures for audit requests and reconciliation issues.

Demonstrates understanding of the concept behind adjustments (when necessary and what supporting documentation is needed).

Brings substantive results into the open and escalates them to management when appropriate.

Makes procedural or process suggestions

Demonstrates proficiency in the use and application of systems needed to be effective and shares this knowledge with others.

Develops and applies knowledge of the business, products, systems, and technology, including updating procedures

Escalates issues appropriately.

Aptitude to grasp new concepts or tools by actively learning.

Demonstrates commitment to action and risk tolerance.

Makes decisions based on available resources, constraints, and organizational values.

Manages own WIP bin and follows up with internal clients and vendors in a timely manner.

Acts as knowledge resource for others by providing either informal or formal technical support as needed.

Demonstrates a thorough understanding and keeps abreast of current developments

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

Bachelor's Degree or its equivalent in education and experience

Major Area of Concentration in Math, Computer Science, Business, Accounting, or related field

Demonstrates strong oral/written communication skills.

Demonstrates strong analytical skills.

Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)

Demonstrates ability to learn other proprietary system tools (QBMS, Tableau, IS apps, etc).

Ability to learn quickly, function in a fast-paced environment, and work on multiple projects simultaneously.

Proven relationship-building skills.

Strong time-management, organization, and problem-solving skills.

Demonstrates strong presentation skills.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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 and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.

Company info

Automatic Data Processing, Inc.
Website : http://www.adp.com