Technical support specialist

Team: Lyric HCM – Nexus Client Support Team
Position Title: Technical Support Specialist
Reporting To: Lead Technical Support Specialist

Lyric HCM by ADP is looking for an enthusiastic and highly motivated Technical Support Specialist to identify, diagnose and resolve customer issues. As a Technical Support Specialist, you will work with Customer Success, Product and Engineers to advocate for our customers. You have a passion for solving challenging problems and learning new technology. This is an exciting opportunity to work in a challenging, fast-paced environment with a high-performance team.
At Lyric HCM by ADP, we strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.
Responsibilities:
Develop and maintain in-depth knowledge of ADP's Lyric HCM.
Responsible for providing tier 1 & 2 technical support to Lyric HCM customers.
Triage tier 3 queries and utilize product knowledge to accurately route or escalate tickets to appropriate internal teams.
Manage issues reported by customers from initial contact to resolution submitted through an incident management system.
Follow up with internal teams with appropriate updates and ensure tickets are updated and closed in a timely manner.
Prioritize and resolve service requests and incidents within predetermined SLAs.
Maintain internal knowledgebase and external documentation.
Contribute to departmental initiatives and identify opportunities for process improvement.
Requirements:
Strong written and verbal communication skills
Critical thinker with strong organizational and time management skills
Ability to be empathetic, compassionate, responsive and resourceful.
A strong curiosity and the ability to learn quickly.
Ability to effectively communicate and collaborate cross-functionally with Customer Success, Product and Engineering Teams
Creative problem-solving and analytical skills
Ability to work in a challenging and fast-paced environment.
Ability to multi-task, prioritize work and adapt to changing environments.
Open to work in shifts. (UK shift: 2.30 PM to 11.30 PM, US shift: 9.00 PM to 6.00 AM, ANZ Shift 5:30Am – 1PM)

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.