Technical Product Support Specialist

Lyric 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 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.

Job Title

Technical Support - (Client) Technical Product Support

Areas of expertise

HCM Product Support, Client Support, Technical Triage, Level 2 or Level 3 support, Incident Management, Client Situation rooms, Collaboration with Product, Payroll, HR, HCM

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)

Responsibilities:

● Develop and maintain in-depth knowledge of ADP Lyric HCM software.

● Responsible for providing tier 1 & 2 technical support to Lyric 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