About

• Position Title: Client Support Consultant – Payforce

• Reporting Line: Client Support Manager ANZ

• Position Purpose: Contribute to company revenue growth and profitability by
• providing accurate and efficient support for all modules of the Payforce
• Payroll/HR system, the complimentary/additional services products, diligently
• following processes and providing prompt, friendly resolution of client, and ADP
• issues.

Key Responsibilities

• • Responding to client and internal requests for support of our Payforce payroll
• product and associated processing functions

• • Management of issues via Siebel/Phone

• • Providing assistance to other departments with implementation and ongoing
• support queries and issues

• • Proactive monitoring of clients processes and taking action to prevent
• problems
• when required

• • Reporting problems and suggesting enhancements to the Product Specialists

• • Contribute to product development by being involved in the testing process for
• new releases

• • Establishing, maintaining, and recording accurate client and support
• information in Siebel.

• • Proactive communication to the client base of Payforce product related items
• such
• as upgrades, known system issues and workarounds

• • Assist in the development of “best practice” documents and procedures for both
• client and internal use

• • Management of client communication necessary to facilitate resolution of
• issues
• from other internal departments

• • Provide an exceptional level of Customer Service both verbal and written

• • Make proactive outbound calls for special projects as requested

• • Maintain knowledge of the products supported by undertaking regular
• self-managed learning

• • To work as directed by Management on tasks related but not limited to those
• above

• • Contribute to strategic and project related activities from time to time

Experience

• • Minimum 1 year of working in Customer Service or Help Desk environment

• • A basic awareness of the function and processes of payroll and an
• understanding of the urgency associated with this business task

• • Good interpersonal skills, a willingness and ability to participate as a
• member of a
• team

• • A sound business ethic, positive attitude and friendly approach

• • Strong analytical problem solving experience

• • Strong communication skills, both verbal and written

• • Be able to multi task or work in a busy team

• • Working knowledge of MS Office Suite, Payforce and Siebel, and the ability to
• quickly acquire proficiency in new software applications

• • Preference for Payroll, Time and Attendance and / or HCM industry knowledge

Certifications /Qualifications

• Tertiary qualification in a business related discipline desirable

Skills

• • End to end Payroll
• • Solutions Focused
• • Process Improvement
• • Service Delivery
• • Stakeholder Management
• • Results Accountability

• Key Stakeholders

• • Internal – Technical Support teams and Manager
• • Internal – ADP Associates
• • Internal – Relevant Business Units
• • External – ADP Clients