Provides
assistance in resolving client issues by being the technical
authority, takes ownership of issues as necessary, provides
TotalService to Resource associates and clients, "breaks the chain"
when situations are not being handled appropriately, assists in
making the Implementation and Payroll Service Teams as
self-sufficient as possible, instills IS/PSR confidence, encourages
IS/PSR resource utilization, and drives IS/PSR
development.
Provide
support and technical assistance to ADP
Resource associates via phone, CRM, email or in person,
regarding the resolution of product and client problems.
Assist and train Resource associates to
investigate, analyze and resolve problems. Utilize extensive
product/process experience to identify issues, troubleshoot client
problems and assist with resolution.
Investigate,
analyze and resolve problems on a timely basis. Respond to complex
client issues and escalations to ensure that the support rendered
meets or exceeds clients needs and provides client satisfaction.
Resolve SWAT cases.
Coordinate
communication with other ADP Business Units to expedite responses
to critical client situations. Escalate
cases to Corporate Payroll Support, as
appropriate.
Maintain comprehensive knowledge of regional operation systems and
procedures by participating in regional project teams and product
committees. Serve as liaison with Regional Business Analysts,
Division Staff, Corporate Support, and/or third parties. Monitor
and report on the status of assigned projects including identifying
actual or potential issues which may impact final results or delay
deliverables. Analyze the affect of new or revised procedures and
products on regional operations.
