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Solution Specialist 111 - WFN AP - Jobs in Montréal, QC

ADP
Job LocationMontréal, QC
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

JOB TITLE: Solution Specialist - WFN APREPORTS TO: Senior Manager Service Delivery CanadaLOCATION: Halifax, or MontrealPOSITION SUMMARYThe Service Support Specialist acts as a technical resource to the Workforce Now client service team and ADP clients by supporting software, legislative and programming inquires. This role is multi-faceted as the Specialist may also acts as an escalation resource for CSRs and Managers during client conference calls and client visits, as well as coaching and organizational readiness for client service initiatives.Through their technical mentoring they coach and upskill new and existing associates on ADP programs and processes.RESPONSIBILITIES

  • Act as a technical mentor to the client service associates (analyze associate trends and determine knowledge gaps) ensuring feedback is provide to Managers where coaching or training is required
  • Provide technical training to associates as needed.
  • Escalation resources: assist management team with client escalations where required, and provide end-to-end service experience, following up with all parties involved.
  • Support resources: Manager, CSR, client conference calls, attending client visits and taking complex projects works/issues which are above CSR capabilities.
COMPETENCIESKnowledge, Experience, and Skills:Required:
  • Minimum 18 months ADP business experience
    • Thorough knowledge of ADP/HR products & tools:
o Workforce Now - WFN NAo Autopayo Siebelo ADPworks, LUMIN, SharePoint
  • Ability to train/mentor associates
  • Ability to provide feedback to associates/managers
  • Working knowledge of Microsoft tools (Excel, Word, PowerPoint, and Outlook)
Preferred:
  • PCP Designation (Payroll compliance legislation, Payroll fundamental 1 & 2, and Introduction to Accounting)
  • Labour Cost, GL reporting
  • Payroll Reversals
  • Direct Connect Transmit
  • Additional WFN modules considered a strong asset: Time & Attendance, Benefits, Performance, Compensation, Analytics, etc.
  • Bilingualism is considered an asset
Attributes:
  • Self-motivated/takes initiative and proven ability to work independently or in a team.
  • Good coaching and mentoring and conflict resolution experience
  • Demonstrated ability to multi-task, probe, analyze trends, problem solve complex issues and recommend appropriate course of action.
    • Strong client focus consistent with Stellar Service Initiatives.
    • Excellent interpersonal and follow-up skills
    • Stays current on updates to ADP products & services
    • Superior verbal and written communication skills
    • Supportive of ADPs vision by demonstrating professionalism and maintaining confidentiality
Education: High SchoolJob Category: Client ServiceArea of Interest: Internal Client SupportNOTE TO ADP ASSOCIATESAn associate must be in his/her current position for a minimum of one year to apply for any internal openings. He/she must inform their manager have they been invited for a second interview.Explore our COVID-19 page https://jobs.adp.com/covid19/ 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://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.Quick Apply
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