Sr Tech Support Specialist - Time and Attendance

This on-site role in Norfolk, Virginia provides frontline support to ADP clients, focusing on time and attendance and payroll processing. The specialist delivers consistent, high-quality assistance via phone, email, or case-based communication to resolve client challenges.

Summary

The Sr Tech Support Specialist serves as the primary point of contact for ADP clients regarding time and attendance and payroll processing. The role emphasizes dependable support delivered through multiple channels to address clients’ challenges with clarity and professionalism.

Responsibilities

• Act as a trusted advisor and problem solver, leveraging a broad range of expertise to help clients resolve issues and deliver practical solutions.
• Build relationships with clients through phone, email, or chat, aiming to exceed expectations in every interaction; uphold the core value that “Integrity is Everything.”
• Practice strong time management by maintaining a structured daily schedule and handling a high volume of inbound escalations, with potential increases in activity during peak periods.
• Maintain a client-focused approach, assisting with troubleshooting and resolving issues in a timely and professional manner.

Requirements

• Minimum of 2 years in a service, hospitality, or call center environment.
• Solid understanding of US payroll processing methodology, including time and attendance and advanced reporting.
• Experience creating documentation such as business requirements, process flows, and functional/technical specifications.
• Experience designing custom payroll calculation rules and updating payroll schemas to meet business needs.
• Clear and concise communication, both over the phone and in writing, with the ability to summarize problems and explain solutions quickly.
• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) and strong analytical and time-management skills.

Technologies

• Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
• Workforce Now
• ADPR
• Workforce Manager