Customer Service - Tech Support

** ADP is hiring a Technical Support Analyst II.
** The role involves providing technical support to clients for ADP products and services via phone or remote access. Responsibilities include troubleshooting and resolving hardware, software, and operating system issues, managing upgrades, and maintaining detailed records in the CRM system. The analyst will also offer on‑site assistance when remote support is insufficient, develop workarounds, and support new product pilots and rollouts.

• Provide technical support for product hardware, software, and operating system issues via phone or remote access.
• Respond promptly and professionally to client inquiries.
• Analyze client issues to determine if resolution can be achieved on the initial call or if escalation to second‑level support is required.
• Support and install upgrades and assist with all technical problems related to performance and security.
• Effectively troubleshoot, replicate, and develop workarounds for client issues.
• Document and communicate results to the client and/or Corporate Development.
• Maintain appropriate records of client contact through the CRM system.
• Use the Knowledge Management database to locate solutions to issues.
• Ensure case notes thoroughly detail the problem/resolution and are professional.
• Provide on‑site assistance for issues that cannot be resolved via remote tools, including service paks, reports, software installs or upgrades, and custom solutions for client server products.
• Handle performance issues related to client infrastructure integration by referring to specialized peers.
• Gather client databases and environment variables and recreate scenarios in a PC lab to resolve complex database issues.
• Assist in new product pilots and rollouts to other departments and clients.
• Act as liaison between Implementation, Client Services, Management, and Corporate Support to resolve high‑impact problems in a timely manner.
• Support all levels of Service Support Specialists regarding product and client issues.
• Mentor and train newly hired associates for successful integration.
• Identify training needs for the department and assist with training development programs.
• Act as a team leader in absence of the manager by prioritizing critical issues and ensuring effective client support.
• Stay current with emerging technology and trends to support product rollouts and existing offerings.
• Remain proficient on networks, operating systems, hardware, software, databases, browsers, and related products.
• Assist in developing internal documentation for new features and procedures.
• Perform other related duties as assigned.

• 1–3 years of ADP Client Services or equivalent outside experience.

• Bachelor’s Degree preferred or equivalent in Education – Experience.
• MCP or equivalent experience.
• Proficiency with Microsoft Office Suite, client server environments, operating systems, and TCP/IP.
• Strong troubleshooting, analysis, technical communication, organization, time management, and probing skills.

The compensation for this role is $21.97 – $43.89 per hour. Benefits include Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short‑and Long‑Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more.

ADP is committed to an inclusive, diverse and equitable workplace, 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.

ADP conducts business with the highest ethical standards and full compliance with applicable laws. Employees are expected to uphold our values with integrity and respect.