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Technical support specialist

Technical support specialist

ADP

0 - 2 years

5 - 6 Lacs

Chennai

Posted:5 hours ago| Platform:

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Skills Required

Analytical skills Payroll HCM Compliance Process improvement Incident management Outsourcing Technical support Analytics Human capital management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team:

Lyric HCM Nexus Client Support Team

Position Title:

Technical Support Specialist

Reporting To:

Lead Technical Support Specialist

Lyric HCM by ADP is looking for an enthusiastic and highly motivated Technical Support Specialist to identify, diagnose and resolve customer issues. As a Technical Support Specialist, you will work with Customer Success, Product and Engineers to advocate for our customers. You have a passion for solving challenging problems and learning new technology. This is an exciting opportunity to work in a challenging, fast-paced environment with a high-performance team.

At Lyric HCM by ADP, we strive for every interaction to be driven by our

CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

Responsibilities

:

Develop and maintain in-depth knowledge of ADP s Lyric HCM.
Responsible for providing tier 1 2 technical support to Lyric HCM customers.
Triage tier 3 queries and utilize product knowledge to accurately route or escalate tickets to appropriate internal teams.
Manage issues reported by customers from initial contact to resolution submitted through an incident management system.
Follow up with internal teams with appropriate updates and ensure tickets are updated and closed in a timely manner.
Prioritize and resolve service requests and incidents within predetermined SLAs.
Maintain internal knowledgebase and external documentation.
Contribute to departmental initiatives and identify opportunities for process improvement.

Requirements:

Strong written and verbal communication skills
Critical thinker with strong organizational and time management skills
Ability to be empathetic, compassionate, responsive and resourceful.
A strong curiosity and the ability to learn quickly.
Ability to effectively communicate and collaborate cross-functionally with Customer Success, Product and Engineering Teams
Creative problem-solving and analytical skills
Ability to work in a challenging and fast-paced environment.
Ability to multi-task, prioritize work and adapt to changing environments.
Open to work in shifts. (UK shift: 2.30 PM to 11.30 PM, US shift: 9.00 PM to 6.00 AM, ANZ Shift 5:30Am 1PM)

A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. Weve received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

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Technical support specialist