ADP Technical Support Analyst in Parsippany, New Jersey
ADP is hiring a Technical Support Analyst.
Are you ready to join a company offering career advancement opportunities throughout your career journey?
Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning?
Are you looking for an inclusive environment with a culture of collaboration and belonging?
If so, this may be an opportunity for you. Read on and decide for yourself.
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've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos
Ready to #MakeYourMark? _ _ Apply now!
WHAT YOU'LL DO: Responsibilities
ADP seeks a Technical Support Analyst to join their team. Are you a self-motivated person able to work independently while maintaining control of your projects and workload? Are you a good communicator as well as quality-driven and attentive to details? Do you enjoy variety, technical challenges, and problem-solving? Then the tech Support Analyst position is perfect for a person like you!
The Technical Support Analyst’s responsibilities span a broad range of client-facing functions including troubleshooting, product reconfiguration, and product training. A Technical Support Analyst provides front-line technical support to resellers and end-users on a variety of issues and IDI products. A typical day includes responding to telephone calls, emails, and requests for technical support which may require product configuration changes. This role is critical in providing a high-quality product and exceptional client service.
Work with a small team of support staff, performing all aspects and levels of technical support. This includes Tier 1 frontline support for direct sale clients and Tier 2 support for our reseller channels.
New TSAs will play an active role in Support Triage and gather critical information when opening new cases.
Configure and reconfigure software using standard IDI tools, as assigned.
Review, analyze, and evaluate client-provided requirements and IDI-provided technical design documents in order to provide the best support experience for the end-user. Initially, the TSA relies on instructions and pre-established guidelines to perform tasks. With additional training and experience, a certain degree of creativity and latitude is encouraged.
Product Training and Installation
Install IDI software (both cloud and locally installed versions).
Setup/configure integration components to connect different parts of the solution. This may involve manipulating and/or importing data from other sources or making on-the-fly configuration changes.
Train new end-users to use IDI software; this is done remotely via screen-sharing software.
TO SUCCEED IN THIS ROLE : _ _Required Qualifications
Experience with data retrieval, analysis, manipulation and transformation.
Experience implementing and/or supporting enterprise-grade software solutions; preferably time and attendance, payroll, accounting, point of sales, or HR-related software applications.
Experience in data analysis for support & troubleshooting which should include text files and databases.
Experience with technical writing. This can include writing technical summaries of client issues, client-specific support documentation, technical specifications, user guides, or training documentation.
Software QA or testing experience is a plus.
Ability to communicate clearly, effectively, and in a collaborative manner with co-workers, vendors and clients.
Bonus points for these: Preferred Qualifications
Strong project management skills and the ability to multi-task
Ability to work as part of a team to accomplish tasks
Ability to demonstrate learning agility and critical thinking skills
Ability to recognize basic procedural issues as they arise, and escalate to the appropriate level
Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC) is a plus.
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
Balance work and life. Resources and flexibility to more easily integrate your work and your life.
Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply today!
Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.
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.