Job Description

JOB TITLE : Specialist -- Product Support BASIC FUNCTION : The role is to expected the manage helpdesk by rightly assigning the tickets to his team and monitoring closure per fixed SLA. ESSENTIAL RESPONSILITIES: . Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels is met. Team performance Management: Guide, mentor and coach a team of support executives for responding to tickets/queries raised through mail. Ensure complete customer satisfaction based on NPS and TAT for closing tickets. Single point of contact to the customer/team for all product related queries both internal and e Should be able to develop continuous customer loyalty. Act as a further escalation point for unresolved or escalated calls. Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service . REPORTING RELATIONSHIPS : Supervisor : Assistant Manager QUALIFICATIONS : Education : Bachelore of Science / Engineering graduate . Experience : Minimum 2 years of experience in technical support and helpdesk Generic Skills : Excellent problem solving, coordination and interpersonal skills driving to results and deliveries. Excellent telephone manner and language communication skills. Excellent articulation skills. Ability to provide leadership in customer service and customer communication. Target focused and result down. Explore our COVID-19 page 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 to learn more about ADP\'s culture and our full set of values.

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