Bilingual Service Support Specialist

Numéro de poste vacant: 6011433104242024
Catégorie: Client Service
Date de publication: May 1, 2024

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Group of associates collaborating at work

Lieu de travail: Montreal, QC, CA

ADP is hiring a Service Support Specialist

Are you looking to grow your career in a stable, dynamic environment with plenty of opportunities to progress?
Are you a continuous learner who embraces ongoing training, development, and mentorship opportunities?
Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

If so, this may be an opportunity for you. Read on and decide for yourself. 

As a Service Support Specialist, you’ll act as a technical resource to the client service team and ADP clients by supporting software, legislative and programming inquires. This role is multi-faceted as the Specialist may also acts as an escalation resource for CSR’s and Managers during client conference calls and client visits, as well as coaching and organizational readiness for client service initiatives. Through their technical mentoring they coach and upskill new and existing associates on ADP programs and processes.

To thrive in this role, you must be comfortable working in a metrics-driven environment. You are eager to learn and adapt well to change. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We serve over 1 million clients in 140 countries with over 63,000 associates worldwide. Thanks to the talent, commitment, and authenticity of our ADP associates around the world, we’ve earned accolades from some of the industry’s most respected thinkers for being one of the best places to work. To name a few, we have been recognized as a Greater Toronto’s Top Employer 2024 by Mediacorp Canada and a Best Workplace for Innovators by Fast Company. Learn more about diversity, equity, and inclusion at ADP on our YouTube channel: http://adp.careers/DEI_Videos

Ready to #MakeYourMark?  Apply now! 

To learn more about careers in Client Service at ADP, visit:
https://jobs.adp.com/locations/canada/teams-roles/client-service/

What you’ll do: Responsibilities

Act as a technical mentor to the client service associates (analyze associate trends and determine knowledge gaps) ensuring feedback is provide to Managers where coaching or training is required
Provide technical training to associates as needed.
Escalation resources: assist management team with client escalations where required, and provide end-to-end service experience, following up with all parties involved.
Support resources: Manager, CSR, client conference calls, attending client visits and taking complex projects works/issues which are above CSR capabilities.

TO SUCCEED IN THIS ROLE: Required Qualifications 

Minimum 18 months ADP business experience
Thorough knowledge of ADP/HR products & tools:
- Workforce Now
- Pay@Work, Payspecialist, PCPW
- Paytech / Autopay Mainframe(s)
- Service@work
- Siebel
- ADPworks, LUMIN, SharePoint
Ability to train/mentor associates
Ability to provide feedback to associates/managers
Working knowledge of Microsoft tools (Excel, Word, PowerPoint, and Outlook)
English/French Bilingualism is Mandatory

*Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.

BONUS POINTS FOR THESE: Preferred Qualifications

PCP Designation (Payroll compliance legislation, Payroll fundamental 1 & 2, and Introduction to Accounting)
Labour Cost, GL reporting
Payroll Reversals
Direct Connect Transmit
Additional WFN modules considered a strong asset: Time & Attendance, Benefits, Performance, Compensation, Analytics, etc.Canadian Payroll Association (CPA) certification is an asset (PCP)
Self-motivated/takes initiative and proven ability to work independently or in a team.
Good coaching and mentoring and conflict resolution experience
Demonstrated ability to multi-task, probe, analyze trends, problem solve complex issues and recommend appropriate course of action.
Strong client focus consistent with Stellar Service Initiatives.
Excellent interpersonal and follow-up skills
Stays current on updates to ADP products & services
Superior verbal and written communication skills
Supportive of ADP’s vision by demonstrating professionalism and maintaining confidentiality

YOU’LL LOVE WORKING HERE BECAUSE YOU CAN: 

Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.  
Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
Innovate. Problem-solve. Shape the future of work with people you like.
Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
Go Global. With operations around the world, exciting new networking opportunities abound.
Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What are you waiting for? Apply now!

Jobs.adp.ca

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.

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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.

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C’est génial de venir travailler ici et de ne pas simplement s’asseoir et dire; « je vais répondre au téléphone ». En fait, j’instruis les clients, faisant en sorte que leur expérience soit agréable, et ce sans effort. Quand vous prenez le temps de les instruire, ils sont tellement reconnaissants. Je me suis fait beaucoup de contacts personnels.

NinaClient Support Consultant

Bilingual Service Support Specialist

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