Research, Troubleshoot, and Resolve. You will research, troubleshoot, and resolve ADP/client application issues in the areas of system setup, product functionality, product enhancements, and general client inquiries. You will analyze complex client requirements for payroll, benefits, time, and human resources policy and procedures. You will take the initiative to seek answers, solutions, and positive outcomes in a timely manner for both the client and ADP.Communicate and Exceed Client Expectations. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues.You will set priorities, organize your day, multi-task, change direction, and provide prompt follow-up. You will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."Enterprise eTime and/or Workforce Manager.

• Troubleshoot technical issues for our customers personal devices; evaluate concerns and issues, identify and deploy solutions, and help customers with troubleshooting steps• Communicate company policies and procedures to customers• Meet metrics for call measurements and sales goals; receive feedback/coaching/training from the management team including Trainers, Quality Analysts, etc• Utilize call center technology to input, track, and report customer issues• Navigate company software programs, use web-based search engines, and troubleshoot customer issues• Escalate calls outside the scope to appropriate levels of customer service support• Understand the latest bugs and solutions in newly released hardware and/or operating systems to provide exceptional, knowledgeable service• Ability to be highly motivated and self-sufficient• Drive to improve performance and exceed goals to maximize earning potential• Maintains excellent relations with all internal and external customers of Asurion• Interact and assist others on the team and various support functions, including Quality, Tech Leads, Training, etc• The ability to quickly adapt in an ever-changing fast-paced environment.• Assisted customers in identifying issues and explained solutions to restore service and functionality.• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.• Translated complex technical issues into digestible language for non-technical users.• Used ticketing systems to manage and process support actions and requests.• Managed high levels of call flow and responded to Type technical support needs.