Technical Support Analyst I

Requisition #: 59019
Job Title: Technical Support Analyst I
Country: United States
State: Florida
City: Miami
Employment Status: Full Time
Division:

Job Responsibilities:
(Description)

At 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.
Insightful expertise is a core value at ADP. In Major Accounts Services, it means that we build exceptional business solutions for our clients so they can focus on what matters most to them - growing their business. We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team.

Client support at ADP. It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.

In a call center environment, the technical support analyst will provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products. Additional responsibilities include:
- Analyzing client issues to determine if resolution can be found on initial call or if second level support is required.
- Supporting and installing upgrades and assisting in all technical problems (ie performance, security, etc.) for the ADP supported products.
- Effectively troubleshooting, replicating and developing workarounds for client issues.
- Documenting and communicating the results to the client and/or Corporate Development.
- Maintaining appropriate records of client contact through the CRM system.
- Using Knowledge Management database to locate solutions to issues.
- Ensuring case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.
- Acting as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
- Providing technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.

Qualifications Required:
(Experience, Skills, Academic)
- Bilingual (English/Spanish) required.
- Current knowledge of emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
- Proficient on networks, operating systems, hardware, software, databases, browsers and related products.
About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.

ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength

All Locations: United States, Miami, FL

Education:
Job Category: Technology
Area of Interest: Technical/Application Support