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Tech Support Analyst II


Job ID : 15365

Job Title : Tech Support Analyst II

Location : Augusta, GA

Company Name : ADP

Industry : Information Technology

Salary : $62,000 - $76,000  per year

Job Type : Fulltime

Posted on: 2020-09-02


Required Skills : Citrix, Access, Oracle, SQL, ADP Client Services

Benefits : No benefits are available


Responsibilities:

  • Provide technical support to clients regarding the resolution of product hardware, software, and operating system issues via phone or remote access for all supported applications or products.
  • Responds promptly and professionally.
  • Analyzes client issues to determine if a resolution can be found on the initial call or if second level support is required.
  • Supports and installs upgrades and assists in all technical problems (i.e.. performance, security, etc.) for the ADP supported products.
  • Effectively troubleshoots, replicates, and develops workarounds for client issues.
  • Documents and communicates the results to the client and/or Corporate Development.
  • Maintains appropriate records of client contact through the CRM system.
  • Uses a Knowledge Management database to locate solutions to issues.
  • Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.
  • Provide on-site assistance on issues that could not be resolved via remote tools, ie. deliver service paks, set up reports, install or upgrade the software, or develop custom solutions for all client-server products.
  • Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application (Citrix, Lan/Wan, Client Server, etc) Provides complex technical expertise for industry-standard database applications, ie MS Access, Oracle, MySQL, MS SQL Server, etc.
  • Gathers client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues.
  • Assists in new-product pilots and roll-outs to other departments and clients.
  • Acts as liaison between Implementation, Client Services, Management, and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
  • Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.
  • Mentors and trains newly hired associates to ensure successful integration into the role.
  • Identifies training needs for the department and assists with training development programs. Provides feedback to management.
  • Acts as a team leader in the absence of the manager by prioritizing critical issues, providing direction, and ensuring appropriate client support is delivered in a timely and effective manner.
  • Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
  • Remains proficient on networks, operating systems, hardware, software, databases, browsers, and related products.
  • Assists in developing internal documentation to support new features and procedures for product enhancements.
  • Performs other related duties as assigned.

Required Qualifications:

  • 1 - 3 Years ADP Client Services or equivalent outside experience

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