Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for helping others overcome technical challenges? Join ADP Philippines, a global leader in Human Resources management software and business outsourcing solutions, as an Operations Analyst / Technical Support Representative. This is your opportunity to build a highly rewarding career in a supportive, fast-paced environment located in the vibrant business district of Makati City, Metro Manila.
In this critical role, you will act as the primary point of contact for our clients, providing world-class technical support. Your day-to-day responsibilities will involve diagnosing and resolving complex issues related to product hardware, software, and operating systems through phone, chat, and remote desktop sessions. Your ability to listen carefully, think critically, and communicate effectively will be key to ensuring client satisfaction and operational excellence.
Why ADP Philippines?
- Work for a globally recognized Fortune 500 company with a strong presence in the Philippines.
- Competitive compensation package with comprehensive health benefits and retirement plans.
- Continuous learning opportunities through ADP's extensive training platforms.
- Clear career progression pathways into senior support, IT, or management roles.
- A diverse, inclusive, and collaborative work culture that values your contributions.
If you are ready to leverage your technical skills and customer service expertise to make a tangible difference, apply today and embark on a rewarding journey with ADP!
Tanggung Jawab
- Provide first-level technical support to clients via phone, email, and remote access channels, ensuring timely and professional assistance.
- Diagnose, troubleshoot, and resolve issues related to product hardware, software, operating systems, and network connectivity.
- Accurately log, track, and document all client interactions, technical issues, and resolutions in the designated CRM system.
- Escalate unresolved or complex issues to the appropriate internal support tiers or engineering teams with detailed documentation.
- Conduct root cause analysis for recurring issues and contribute to the development of knowledge base articles and support documentation.
- Provide application training and guidance to clients, empowering them to utilize ADP products effectively.
- Collaborate with cross-functional teams to identify trends and suggest improvements to products and support processes.
- Meet or exceed established performance metrics, including customer satisfaction scores, first call resolution rates, and average handling time.
Kualifikasi
- Bachelor's Degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience will be considered.
- At least 1-2 years of experience in a Technical Support, Help Desk, or Operations Analyst role.
- Solid understanding of computer hardware, software applications, operating systems (Windows/Mac), and basic networking concepts.
- Exceptional communication skills (verbal and written) with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills with a keen attention to detail.
- Ability to manage multiple priorities and thrive in a high-volume, client-focused environment.
- Experience with CRM systems (e.g., Salesforce, ServiceNow) and remote support tools is a strong advantage.
- Willingness to work on-site in Makati City and be flexible with shifting schedules to support global clients.