1+ months

Global Support Representative - 6006779807162019

Barcelona, Catalunya 08007
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Global Support Representative (Tier 2 level)


I. Overview:


The MNC Client Service Organization is committed to providing World Class Service to all clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates. "Service is not to smile at customers, it's getting customers to smile at you".


Role objective:


The Global Support representative (Tier 2 level) works in the main client-facing activity undertaken in the recurring stage of ADP MNC's operation. It is therefore a position of paramount importance when it comes to building solid bridges with the internal and external clients. The Global Support representative (Tier 2 level) is the escalation point between ADP MNC Support team Tier 1 and its clients, and is viewed as a critical enabler of relationships which are fulfilling and profitable for both parties.



II. Responsibilities:


ADP MNC manages its recurring operation through the offering of different services to the clients. Each of these services has specific characteristics and therefore presents different challenges.


The Support team mission is to assist, guide and improve the clients' experience when using ADP MNC's tools by providing functional, technical and operational help; by answering any questions and requests that the tools' users may have; and by escalating bugs, incidents or outages on behalf of the customers when such issues surface. The Global Support representative:


  1. Serves as a service expert liaising with the Partners and Operations team members in order to support the users of ADP MNC's client and partner bases.
  2. Assists Tier 1 representatives by resolving enquiries forwarded through the ticketing system in a timely manner.
  3. Escalates and aggressively pursues problem resolution on behalf of the customer.
  4. Becomes the owner of any issues assigned to him/her until their final resolution.
  5. Understands the clients' needs and problems to ensure the highest level of satisfaction whilst troubleshooting an issue.
  6. Gathers feedback from the client and partner bases regarding bugs, enhancements and outages, and forwards the relevant information to the appropriate parties (IT, RDi, Security).
  7. Documents solutions to problems for future perusal by other Global Support Representatives.
  8. Effectively uses the applications and tools provided to undertake the day to day operation, including CRM systems, ticketing tools, webconferencing applications and remote control software.
  9. Partners with the rest of Production teams while striving to establish a friendly yet rigorous working environment.



III. Qualifications:


1. Experience:

  • 3 years of relevant working experience, with 1 year (minimum) handling customer support duties or any client facing role which included problem solving tasks.
  • Proven track record of success in high-pressure, client facing positions.
  • International exposure.
  • Documentation and/or training to internal users/newcomers experience is highly expected.
  • HR, Payroll or financial service delivery experience is a plus.


2. Skills:

  • Excellent verbal and written communication skills. Perfect communications skills facing user groups.
  • International culture and ability to work in a multinational environment. Open minded.
  • Empathic, energetic and engaging, able to easily convey concise messages to the audience.
  • Very patient and resilient, must possess good interpersonal talents including negotiation abilities.
  • Strong analytical, problem solving and organizational skills, highly methodical working habits and exquisite attention to detail.
  • Highly motivated by customer satisfaction. Effective listening, concern with quality and an appropriate sense of urgency in fulfilling customer requirements.
  • PC skills: Word, Excel, Power Point, ticketing tools (such as JIRA), CRM (such as Siebel), webconferencing applications and remote control software.
  • Excellent command of the English language. Additional languages are pluses (Spanish is recommended).


3. Education:

  • University degree or equivalent in education or experience.



IV. Key Interfaces:


  • ADP MNC Offshored teams
  • ADP MNC Service Relationship Managers
  • ADP MNC Central Services Setup team members
    • ADP MNC Network and Operations Representatives
    • ADP MNC Deployment team
    • Client base and Partners Network




V. Reporting Relationships:


Organization: MNC


Supervisor: Central Data Hub Lead


Location: Barcelona

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

  • Bachelor's degree Prefered
  • Strong client relationship and interpersonal skills
  • Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
  • Demonstrated ability to learn and apply basic concepts in new situations
  • Organizational Skills: the ability to multi-task, set priorities, and follow up in a timely manner
  • Ability to collaborate and work in a team environment as well as work independently and make sound decisions

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Posted: 2019-07-26 Expires: 2019-09-23

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Global Support Representative - 6006779807162019

Barcelona, Catalunya 08007

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