Role: Canada TLM Voice Support
BRIEF DESCRIPTION OF ROLE
Provide technical support to clients regarding the resolution of product
hardware, software and operating system issues via phone or remote access for
all ADP supported applications or products. Support the end users, including
installation, upgrades, maintenance, troubleshooting and diagnostics to
determine solutions and alternatives. Stay current with emerging technology and
trends in order to provide technical support for product roll-outs and/or
existing offerings.
BASIC REQUIREMENTS
•2 to 5 years of experience working with an international call center is a must
•Inbound experience in Technical Support, Service Helpdesk would be most
preferred
•Candidate must possess a technical bent of mind and strong analytical abilities
•Excellent communication skills is a MUST. Fluency in spoken and written English
with no MTI or grammatical issues (sentence construction, pronunciations)
•Excellent Customer Service skills - High focus on Client Experience & problem
resolution
•Ability to work under pressure is a must - Adept at working in a high call
volume environment and should be open to working in all US shifts
•Must be comfortable working on MS Excel and prior experience working on reports
or data would be helpful
•Familiar with all Windows OS - Windows 10, Win XP, Windows 7 Professional
•Proficient in call handling and provide professional end user support via
telephone
•Work effectively in a team environment
•Ability to research and solve end user questioning
•Ability to consistently deliver quality service under the pressures of volume
variances in inbound calls, length of calls, and escalations
•Ability to be multi-tasked, work in a fast paced team and meet deadlines
•Responds promptly and professionally. Must be extremely patient in dealing with
irate or insistent clients.
•Willingness to take ownership and continuously improve based on feedback
TECHNICAL SKILLS (Below skills would be a huge PLUS)
•Windows based network configuration protocols, mapping drives, and installing
software
•Understanding of Single Sign On Technology
•Familiarity with Remote software
•Understanding of Windows Explorer, internet browser settings and system
troubleshooting
