Customer Support Specialists

Job description

Job Summary: Supports various levels of Payroll or HR clients to provide prompt and thorough responses to all types of service inquiries for Major Account clients. Provides support to application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. Develops and maintains effective verbal and written communication with all parties. Works with internal technical support, various production departments and additional Service hubs as needed to identify a resolution. Monitors open client issues until successful completion. Escalates irresolvable or concerning issues to management as appropriate. Ensures World Class Service client satisfaction on each transaction. Plays an important role in client retention for the region, including identifying clients-at-risk. Continually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes. Job Responsibilities: 1. Responds professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes. Investigates, researches, analyzes and tests outcomes in order to resolve client questions an/or problems correctly. Handles client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues. Ensures World Class Service satisfaction on each transaction. Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that it is not exposed to financial risk and/or penalties. Is the initial point of contact for all clients and determines if resolution can be found on initial call or if Tier II resolution is required. Quotes the future resolution commitment to the client based on a clear evaluation of the open case. 2. Researches, designs and modifies complex mainframe features or software applications to meet the client's specific needs for Tier II resolution. Works with technical support or various production departments as needed to effectively troubleshoot, analyze and resolve problems and client concerns. Implements additional non-billable features for clients by utilizing systems/applications and understanding clients requirements and needs. Recommends software enhancements or product features and identifies client training opportunities if applicable. 3. Maintain appropriate records of client contact through the CRM (ie. eAccess/Clarify). Uses the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues. Ensures that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution. Maintains the service organization's standards that are set by regional and corporate management regarding call and case handling, ie Average Handle Time, Adherence, Call Strategy, Case Activity, etc. 4. Receives training on products or applications and servicing skills to support the organization, clients and teammates. Remains proficient on current applications and related products/features (i.e., Payroll and/or HRIS) and learns future products and new tools as they are deployed. Continues to update knowledge through a wide variety of available resources to ensure familiarity on appropriate statutory laws or legislative rulings that impact clients. Completes new hire and ongoing training programs as designed. 5. Particpates in regional and client retention efforts, including helping to identify clients-at-risk. Handles critical and/or escalated client issues which may require working directly with additional Service hubs (ie. TLM, WGPS, Retirement Services, FSA/Cobra, etc) to ensure client satisfaction. Communicates directly with clients via phone, email and/or remote diagnositc tools to resolve these issues. Uses judgement and escalates unresolvable or concerning issues to a higher level support or to management as approprate. 6. Mentor/coaches and assists in the training of less tenured or newly hired service associates on product knowledge, process and procedures and service skills. 7. Provides feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. May participate in developing documentation (ie. Solutions, Knowledge Base). The below is a general foundation needed for CSS, Implementation Specialist and Implementation Consultant. Ability to learn new and complex product and software related information in both a classroom and in a hands-on environment and the ability to take basic concepts and apply them to new and more complex situations. The ability to seek out answers, solutions, and positive outcomes for both the client and ADP. Project Management & Organizational Skills: the ability to multi-task, set priorities, and follow up on all client commitments. The ability to collaborate with business partners and work in a fast-paced team environment. Comfortable in multiple systems Ability to maintain composure in stressful, unexpected circumstances; not easily taken off course; ability to be a calming or settling influence. Learning agility and the self-awareness to recognize the need for behavioral change. Problem solving and negotiation skills Excellent communication skills, both verbal and written Behaviors: Open to Feedback, change and learning new things Adaptable, Reliable Interpersonal skills – relates well with others Independent – able to work on their own – self reliant Can work in the gray Wins the client over Cares about what they are doing, takes pride in their work Good communicator/Impactful Shares knowledge Work with minimal direction Calm, Focused, Resilient Ability to set reasonable expectations Here are a few more insights into the CSS role. Note – 7.5 hours of the day is on the phone actively engaged with clients. Training is virtual as well as self-studies. Detective – probing questions to find out the root issue Work is regimented schedule (adherence/availability) Critical thinking – compare/contrast – make good judgments More complex transaction – longer calls as a result Computer savvy – multiple screens, browsers, emails Culture – not a call center – more of a help desk - Listen - Research - Adapt to change - Troubleshoot Achieve call goals (4.5 calls per hour, Handle time 11 minutes call me directly at (678) 608-3095. Talk to you soon Meet Futurewave Systems. When it comes to technology and staffing services, we are by far, the best and brightest. We’re making waves, turning heads, and breaking ground in a very competitive industry. By supplying quality services, delivering real results, we attract the most intelligent talent and leaders in our field. We build long-term relationships with our clients, create an environment to thrive for our staff, with tremendous rewards and room for growth. We truly believe in our company; our people operate with the utmost integrity to provide unparalleled quality resulting with satisfied clients, and happy employees. We are the company you want to work for. and work with. We supply TOP RANKING, full service, IT technology solutions. Whether you need a highly driven staffing provider, or to develop an engaging mobile experience to reach more customers, we deliver the results you need in the most efficient and cost effective way possible. With a global network of quality professionals, we’ve got talent in all the right places, for the most challenging job requirements. Our clients range from world renowned Fortune 500 companies to small business owners looking for a competitive IT advantage, every business we work with has leading edge, next-generation challenges. Headquarted in Atlanta Georgia, we serve our clients globally with offices throughout the U.S. and worldwide. We have been recognized by Inc. 500 as the top #180 fastest growing private company in America, as well as Atlanta’s Best and Brightest places to work in 2014.