Client Support Consultant

Position Title:
Client Support Consultant – Payforce

Reporting Line:
Client Support Manager ANZ

Position Purpose:
Contribute to company revenue growth and profitability by providing accurate and efficient support for all modules of the Payforce Payroll/HR system, the complimentary/additional services products, diligently following processes and providing prompt, friendly resolution of client, and ADP issues.

Key Responsibilities

• Responding to client and internal requests for support of our Payforce payroll

product and associated processing functions

• Management of issues via Siebel/Phone
• Providing assistance to other departments with implementation and ongoing

support queries and issues

• Proactive monitoring of clients processes and taking action to prevent problems

when required

• Reporting problems and suggesting enhancements to the Product Specialists
• Contribute to product development by being involved in the testing process for new releases
• Establishing, maintaining, and recording accurate client and support information in Siebel.
• Proactive communication to the client base of Payforce product related items such

as upgrades, known system issues and workarounds

• Assist in the development of "best practice" documents and procedures for both

client and internal use

• Management of client communication necessary to facilitate resolution of issues

from other internal departments

• Provide an exceptional level of Customer Service both verbal and written
• Make proactive outbound calls for special projects as requested
• Maintain knowledge of the products supported by undertaking regular self-managed learning
• To work as directed by Management on tasks related but not limited to those above
• Contribute to strategic and project related activities from time to time

Experience

• Minimum 1 year of working in Customer Service or Help Desk environment
• A basic awareness of the function and processes of payroll and an understanding of the urgency associated with this business task
• Good interpersonal skills, a willingness and ability to participate as a member of a

team

• A sound business ethic, positive attitude and friendly approach
• Strong analytical problem solving experience
• Strong communication skills, both verbal and written
• Be able to multi task or work in a busy team
• Working knowledge of MS Office Suite, Payforce and Siebel, and the ability to

quickly acquire proficiency in new software applications

• Preference for Payroll, Time and Attendance and / or HCM industry knowledge

Certifications /Qualifications
Tertiary qualification in a business related discipline desirable

Skills

• End to end Payroll
• Solutions Focused
• Process Improvement
• Service Delivery
• Stakeholder Management
• Results Accountability

Key Stakeholders

• Internal – Technical Support teams and Manager
• Internal – ADP Associates
• Internal – Relevant Business Units
• External – ADP Clients

A little about ADP:
We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:
ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 to learn more about ADP's culture and our full set of values.