Level 1.5 Technical Support with French for HR tool
ADP
Bucharest, Bucuresti, ROM
3 zile în urmă

Job Summary :

According to his / her mission, the associate has to manage all the required operational activities related to the technical support of the customers' payroll regulations.

Responsibilities

Provide functional expertise to clients using the available solutions in accordance with the terms of the assistance agreement.

In this respect, he / she must carry out the following actions :

Legal and technical monitoring

  • Keep continuous update of the legal and technical evolution related to his / her field of activity
  • Analyse the request using the steps Assist - Advise Solve : analyse the request (payroll system / set up), the priority (critical / non-critical) for the customer's pay slips production
  • Provide assistance of the different offers and their evolution as an expert user
  • Possess the general French payroll knowledge in order to assist the customers during the payroll production
  • Solve customers' queries by providing the appropriate solution (sent via payroll system / e-Service tool)
  • Anticipate the possible issues the customers may encounter while implementing the proposed solution
  • Coordinate, plan and follow up :

  • Keep responsibility for the payroll system good functioning by managing the internal coordination between the services for Social Monitoring, Technical Support, Sales, R&D and Training
  • Plan his / her activity according to the calls indicators
  • Ensure the calls monitoring by filling the customer's contact details, the issue's description, the solution proposed via the Customer Service tool
  • Share the solved cases with the team and escalate to his / her manager the difficulties in order to anticipate the training needs or require the Technical support assistance
  • Participate to the internal training materials preparation
  • Validate the tickets and the tests on different modules
  • Share knowledge within the team and actively participate to the process improvement
  • Cultivate the service excellence for customers' satisfaction.
  • Reports & Performance Metrics

  • Outcome from internal and external audits.
  • Continuous improvement with proved efficiency results, based on feedback received from stake holders and TLs / GLs.
  • On time delivery
  • Knowledge and Skill Requirements

  • An understanding of the client's trade, business and organisation
  • Customer relationship management
  • Languages : French at minimum B2 level, English would be a plus.
  • Time management
  • Client portfolio management
  • Good interpersonal skills
  • Good oral and written communication skills
  • Analytical skills and an ability to summarise
  • Independent
  • Working within a team
  • Dynamic and responsive
  • Explore our COVID-19 page https : / / to understand how ADP is approaching safety, travel, the hiring interview process, and more.

    Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP : ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve.

    Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability.

    We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

    Ethics at ADP : ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws.

    We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace.

    Click https : / / to learn more about ADP’s culture and our full set of values.

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