Client Service Technical Analyst

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At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.Dealer Services (DS) Inspiring Innovation is a core value at ADP and in Dealer Services we offer integrated computing solutions to over 27,000 auto, truck, motorcycle, marine, recreational vehicle and heavy equipment dealers in nearly 90 countries worldwide. To succeed, we invest in technologies, programs and our people to continually improve the way we service and help our clients run their businesses. In 2011, ADP was named to Forbes list of the top 100 most innovative companies in the world.ADP has announced that Dealer Services will be spun off into its own stand-alone, publicly traded company by the end of the year.  The new entity, whose name has yet to be announced, will be a global, Fortune 1000 company serving dealers in over 100 countries. This position will play an important role in supporting the newly independent organization's continued growth. As a Client Technical Analyst, you will provide level 1 technical support and troubleshooting via telephone to our Business Application users. You will have the opportunity to learn, retain and apply technical knowledge to a variety of questions and problems called in by our clients. You will be responsible for using all troubleshooting tools to resolve issues in a timely manner. This is your opportunity to use your outstanding customer service skills to negotiate priorities and callback expectations in order to exceed the clients' need.As a Client Technical Analyst, you will communicate with automobile dealership clients via the telephone, web chats, and electronic communications. You will interface with dealership personnel to resolve problem situations, providing primary direction for the Finance and Insurance (F&I) application. As a Client Technical Analyst you will be responsible for ensuring timely responses to clients, problem recognition, research issues, and resolutions of issues at Tier 1 levels. You will utilize in-house computer tools such as Vision and a knowledge base to enter and retrieve information thus resolving end-user problems within a service oriented industry. Primary responsibility in this role is to answer support questions utilizing all resources available, while offering superior customer service satisfaction to ADP clients. 2-3 Years Customer Service experience Soft Skills (strong customer service skills), excellent interpersonal, written, and oral communication skillsAbility to learn and apply technical and industry information into troubleshooting as well as learn in-house dealer systems, ability to learn and apply product knowledge, and ability to utilize software and in-house systems to send and retrieve informationAbility to multi-task in a fast paced environment with attention to detail and strong organizational skills PC hardware/operating systems, Unix/Linux/SQL platforms, and any networking are all assets to the position Ability to work as a team member; also must be a self-starter and have ability to plan own work or small projects such as prioritizing workload, adhering to assigned schedules, etc. Dexterity to operate a computer and telephone (up to 100% of the time). PC knowledge with the ability to efficiently maneuver in a Windows environmentThis position works various shifts between 7:00AM - 10:00PM EST Some Saturdays/Holidays requiredCollege / University degree is an asset to the positionExperience in the Automobile Industry is an asset to the position Bi-lingual (English/French) is preferredMust be flexible to travel for trainingAbout ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business . ADP is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. ADP believes that diversity leads to strength. CDKINDEED CDKGLASSDOOR