Technical Support Analyst II

Responsibilities

• Offer technical assistance to clients for hardware, software, and operating system issues via phone or remote access across all supported applications or products.
• Respond promptly and professionally to client inquiries.
• Evaluate issues to decide if they can be resolved on the initial contact or require second-level support.
• Support and install upgrades, and assist with technical problems such as performance and security for ADP supported products.
• Effectively troubleshoot, reproduce scenarios, and develop workarounds for client issues.
• Document results and communicate outcomes to clients and to Corporate Development as needed.
• Maintain accurate records of client interactions in the CRM system.
• Utilize the Knowledge Management database to locate solutions to issues.
• Ensure case notes thoroughly describe the problem and resolution in a professional, comprehensive manner.
• Provide on-site assistance for issues unresolved by remote tools, including delivering service packs, configuring reports, installing or upgrading software, or developing custom solutions for client server products.
• Refer performance issues related to client infrastructure integration to a peer specializing in the relevant platform or application (Citrix, LAN/WAN, Client-Server, etc.).
• Provide advanced technical expertise for industry standard database applications such as MS Access, Oracle, MySQL, and MS SQL Server.
• Gather client databases and environment variables and recreate client scenarios in a PC Lab to resolve complex database issues.
• Assist with new product pilots and rollouts to other departments and clients.
• Serve as a liaison among Implementation, Client Services, Management, and Corporate Support to ensure high impact problems are resolved promptly and satisfactorily.
• Provide technical support to all levels of Service Support Specialists regarding product and client issues.
• Mentor and train newly hired associates to ensure a smooth integration into the role.
• Identify training needs for the department and assist with training development programs, offering feedback to management.
• Act as a team lead in the manager’s absence by prioritizing critical issues and guiding client support to timely, effective resolution.
• Stay current with emerging technologies and trends to support product rollouts and existing offerings.
• Maintain proficiency across networks, operating systems, hardware, software, databases, browsers, and related products.
• Contribute to internal documentation to support new features and procedures for product enhancements.
• Perform other related duties as assigned.

Requirements

• 1 to 3 years of experience in ADP Client Services or comparable external experience

Technologies

• Citrix, LAN/WAN, Client-Server environments, MS Access, Oracle, MySQL, MS SQL Server
• Knowledge Management database, CRM system, Microsoft Office suite
• TCP/IP, various operating systems

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Matched retirement savings
• Wellness program
• Short-term and long-term disability
• Charitable contribution match
• Holidays, personal days, and vacation
• Paid volunteer time off