Client Support Consultant Time

3 weeks ago

Mulgrave, Australia ADP Full time

**Position Title**:Support Consultant Time & Attendance

**Reporting Line**: Client Support Manager

**Position Purpose**:
**Key Responsibilities**:

- Analyse client issues to determine if resolution can be found on initial call or if second level support is required.
- Respond promptly and professionally, ensuring client resolution is achieved within agreed SLA's
- Support upgrades and assist in all technical problems (i.e. performance, security, etc.) for the ADP supported products.
- Effectively troubleshoots replicates and develops workarounds for client issues.
- Documents and communicates the results to the client and/or Corporate Development.
- Maintains appropriate records of client contact through the Siebel CRM system.
- Ensure case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.
- Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
- Stays current with emerging technology and trends in order to provide technical support for product.
- Assist Implementation Consultants with additional duties as required.

**Experience**:

- 2 5 years' experience with Time and Labour software solutions (Kronos preferred).
- Excellent understanding of the Payroll Processing Methodology.
- Understanding of different operating systems.

**Certifications / Qualifications**:

- Tertiary qualification with a business related field, or Information Technology
- Proven experience in a similar role may be taken in lieu of formal qualification
- Experience in consulting/ implementation/ service delivery environment, with specific knowledge Time and Attendance. Kronos experience preferred.
- Experience working within a matrix organisation preferred.

**Skills**:

- Technical Support
- Results Accountability
- Process Improvement
- Service Delivery
- Stakeholder Management
- Solutions focused
- Risk Management
- Analysis / Judgement

**Key Stakeholders**:

- Implementation Teams
- Managed Services Teams
- ADP Clients

**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.

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