Support Team Lead - Bengaluru/Bangalore - ADP
- ADP Solutions
- 2 - 5 years
- Bengaluru
- 10 months ago
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Job Description
-
In this role, you will be helping the ADP clients to address the technical issues along with your team to ensure smooth operations
- You will be responsible for assigning tickets, tracking, coordination with other teams to ensure the resolution as per SLA
- This involves managing customers including issue resolutions, regular updates and handling escalations
- This also involves understanding customer requirements and configurations to address the problems and help the team in addressing the same
- You will be working with a highly motivated team and would be responsible for managing support for multiple customers
- Working with Client, internal and external product and functional teams, you remove roadblocks and ensure to address the issues within SLA
- You will be interacting with senior HR/IT management and have to ensure highest level of customer satiffaction
- You will always be challenged with the different customer issues and be expected to come up with solutions/workaround to address the same
- To thrive in this role, you must understand the support process, tools and have prior customer support experience at an enterprise level
- Our best leads show initiative, try new things and learn from their mistakes along the way
- Ultimately, an outstanding Support Team lead should demonstrate sound technical knowledge as well as exceptional analytical, communication, and customer service skills
As part of our team, youll find exciting challenges, get opportunities to grow your career, and develop solid friendships as we design whats next for ADP and the industry
WHAT YOULL DO:
Heres what you can expect on a typical day:
- Customer Connect. Youll start your journey with a new customer post implementation and support handover. You will be understanding client setup, organization and setup the communication plan
- Service Requests. Keep monitoring new service requests and assign the same to the team/self. Ensure to track and address all the issues as per the SLA. You will be handling the internal/external team coordination needed by the team to address the problems
- Additional Requirements . Understand the requirement and provide solution/nearest workaround using the product. You will also be providing inputs for future product roadmap. This also includes the integrations with other new/upgraded/changed customer systems
- Customer Escalations. Proactively asses the risks and manage the same to avoid escalations. This also involves proactively monitor the customer usage and suggest actions needed. Handle the your customer escalations as first level escalation point
- Team Management. Mentor and develop support engineers and nurture an environment where they can excel through encouragement and empowerment. Monitor and publish the quality and productivity metrics in the team and publish regularly. Drive all the initiatives in the team and ensure the successful results
- Communications. Youre the point of contact for the customer. Youll share information with all stake holders and provide regular status updates.
- Documentation. Document knowledge in the form of knowledge base tech notes and articles
- Organization. As a Support Team Lead, you are very organized, and you keep everyone on task. Is a meeting going off-topic? Youll pull the team back to the agenda. Scope creeping? Youll stay on top of the schedule, remove barriers, identify dependencies, and mitigate risks.
- Variety of tasks . There is no typical day. You will be handling multiple customer service requests and escalations. You will manage many competing priorities, so a fast pace should not scare you. You pride yourself on having flexibility and agility and can change directions without a second thought.
- Experience. You have 2-5 years of experience in relevant skills gained and developed in the same or similar role.
TO SUCCEED IN THIS ROLE:
- Youll have a Bachelors degree OR equivalent.
- Strong knowledge of Database, system integrations using webservices, sFTP etc, operating systems, utilities, and scripting
- Experience in supporting enterprise software like HRMS, Time & Attendance, IDM, Payroll is desired
- Experience in Biometric based products like fingerprint, Face recognition, card based systems will be preferred
Job Classification
Industry: Textile & ApparelFunctional Area:
Role Category: Management Consulting
Role: Management Consulting
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required
Contact Details:
Company: ADP SolutionsLocation(s): Bengaluru
Keyskills: Payroll Web services Team management Analytical Machine learning Equity Agile HTTP Customer support IT management
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