Client Service & Product Support Specialist/Technical Support

ADP is hiring a Client Service & Product Support Specialist for the ADP WorkMarket division! This is hybrid position working 3 days in the Maitland, FL office and 2 days at home.

WorkMarket by ADP is the leading platform for Freelance Workforce Management.  Our cloud-based Freelance Management System (FMS) allows businesses to organize, manage, and pay their freelance workforce efficiently and compliantly.  Our team is passionate about redefining the labor model for the 21st century and creating the best solutions for our customers.

At WorkMarket, by ADP, we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

 

WHAT YOU’LL DO:

What you can expect on a typical day

Provide Enterprise Level Support. You will provide platform support to clients and workers by answering feature related questions and collaborate with the Customer Support team triage and address immediate technical support questions.

Prioritize. You will drive resolution on escalated customer issues and work with our product team to provide additional visibility into common questions and issues to continuously evolve the client and worker platform experience.

 

Problem Solve. Resolve product or service issues by clarifying the customers’ complaint or concern; determine the cause of the problem; selecting and explaining the best solutions to solve the problem; expediting correcting or adjustments with following up to ensure resolution.

 

TO SUCCEED IN THIS ROLE:

• Positive Self-Starter. You are a highly motivated and resourceful individual who has a dedication to providing world-class support by exceeding expectations through each interaction with WorkMarket users.
• Problem Solver. The ideal candidate is a fiercely loyal advocate for our users, a creative problem solver and a collaborative team member. This person must be energized by working with people, while still being able to work independently in a fast-paced environment with the most important component of empathy added where needed to resolve issues.
• Time Management You have excellent time management skills and can multitask to accomplish various goals simultaneously within a team setting.
• Curiosity for Technology You have experience with or a curiosity for technology and jump in to find a work around or resolution to an issue.  The ideal candidate thrives ‘in the grey’ where process is regularly iterated based on the GTM nature of the product

 

EXPERIENCE THAT WILL SET YOU UP FOR SUCCESS:

A college degree is great but not required. What’s more important is having the skills to do the job. If you don’t have a college degree, other acceptable experience could include:

• 2-5 years of customer service experience with demonstrated abilities to execute and de-escalate situations in a solutions center/call center environment.
• The ability to be receptive to constructive critique and have excellent communication and leadership skills with exceptional time management skills
• Solid computer skills and ability to troubleshoot and provide remote technical assistance to users where needed
• Experience working with Zendesk, JIRA, Google applications, Office and other industry standard applications are a plus

To thrive in this role, you must be comfortable working in a call center environment as part of a structured day.  Our solution center is open from 8am-7pm so flexibility to work a shift within that timeframe is needed.

Qualifications

Bonus points for these: 

• Previous contact center experience
• Help desk experience
• Customer service experience

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belo