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)