Consultant en support TLM / Consultant TLM
Req Number: 6011537006182024
Category: Client Service
Posted Date: June 27, 2024
Category: Client Service
Posted Date: June 27, 2024
Work Location(s): , , CA
Consultant en support TLM
Sommaire
Résoudre les questions relatives aux logiciels et au matériel pour les clients qui utilisent les produits de gestion du temps et du travail. Fournir des solutions pour répondre aux besoins des clients afin d’automatiser la production des calculs d’heures et de présence pour la production de la paie.
Tâches et responsabilités
- Suivre les meilleures pratiques en matière de traitement des appels afin de fournir un service d’excellence
- Résoudre les demandes de service entrantes des clients internes et externes en utilisant les produits ADP Time.
- Respecter les horaires conformément à la gestion du personnel
- Atteindre les indicateurs d’appels déterminés par l’unité opérationnelle
- Détailler les demandes de service des clients dans le système de gestion des dossiers clients
- Collaborer avec les partenaires internes de support produit pour apporter une solution à la demande du client
- Maintenir ses connaissances et sa maîtrise des produits de gestion du temps et du travail
- Soutenir d’autres partenaires commerciaux d’ADP si le volume d’appels le permet.
Qualifications
- – Bilingue — français et anglais
- – Expérience confirmée dans la fourniture d’un service à la clientèle de qualité supérieure
- – Aptitude à apprendre de nouvelles applications logicielles
- – Compréhension de base des réseaux, des routeurs, des commutateurs, des adresses IP
- – Excellentes compétences en matière d’organisation et de définition des priorités
- – Grand souci du détail
- – Excellentes compétences en matière de gestion du temps
- – Excellente communication – écrite et orale
Éducation
Diplôme post-secondaire ou équivalent
Expérience
1 à 2 ans d’expérience dans le service à la clientèle
Condition de Travail
Capacité à travailler de 8h à 20h (EST)
TLM Support Consultant
Job purpose
Resolve software and hardware questions for clients using Time and Labor Management products. Provide solutions to meet client needs to automate the output of time and attendance calculations for payroll production.
Duties and responsibilities
- Follow call handling best practices to deliver Service Excellence
- Resolve inbound service requests from internal and external clients utilizing ADP Time products
- Adhere to schedule as per Workforce Management
- Achieve call metrics as determined by business unit
- Detail client service requests in client record management system
- Collaborate with internal product support partners to bring resolution to client request
- Maintain knowledge and proficiency of Time and Labor Management products
- Support additional ADP business partners as call volume permits
Qualifications
- Bilingual — French & English
- Proven track record for delivering superior customer service
- Aptitude to learn new software applications
- Basic understanding of networks, routers, switches, IP addresses
- Excellent organization and prioritization skills
- Strong attention to detail
- Excellent time management skills
- Strong communication — written and oral
Education
Post-secondary diploma or equivalent
Experience
1-2 years of customer service experience
Working conditions
Able to work between 8am-8pm EST
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It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.
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