ADP Hiring for Technical Support Team Leader Job at Maitland, FL Full Time

Who We Are:

Unlock Your Career Potential as a Team Leader at WorkMarket, an ADP Company: We’re passionate about leading the way in Human Capital Management with a focus on the best way for clients to organize, manage and pay their contingent (freelance) workforce. Through leading-edge innovation, we’re quickly changing the face of our industry and are looking for the right leaders to help us make waves. If you enjoy being a player/coach, taking on challenges, upholding values, energizing a team, and exceeding goals, you’ll fit right in with our dedicated team, who make amazing things happen for each other and our clients every day.

We are hiring a Team Leader for our Customer Support Team. In this position, you’ll leverage your project management and leadership expertise to work along with, and assist the team in ticket and queue management, providing effective enterprise-level product support, and creating an overall productive and enjoyable working environment with our associates.

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.

Who You Are:

• You’re a player/coach, you know how to lead by example to strategize, execute and drive results from the team you work with
• You’re a problem solver, you listen to the problem and do your best to get it fixed!
• You’re a driver, you have a drive to succeed and know how to speak to your results
• You are goal oriented, always keeping the customer in mind, you meet and exceed your goals
• You’re a relationship builder, you can think strategically about finding ways we can help our customers
• You’re organized and can juggle multiple priorities at once, often while wearing multiple hats!
• You communicate clearly – written, verbal and non-verbal
• You think outside the box – we encourage our team to contribute to the continuous evolution of our approach and business

What You’ll Do:

• Act as a player/coach! Helping to drive our team’s results, while driving your own!
• Become a platform subject matter expert (SME) – train and onboard new representatives and also promote upstream thinking through continued training and coaching of existing representatives
• Provide effective enterprise-level support for WorkMarket users through telephone calls, chats and email tickets
• Actively participate and contribute to growing knowledge base to improve our effectiveness as a team and for our user experience
• Maintain a strong culture of teamwork and customer service
• Help to strategize and improve upon our processes, making our day to day better every day!
• Work with our product team to determine the cause of the problem a customer is facing and find areas of opportunity to improve WorkMarket platform
• Collaborate with our Customer Success Managers and clients to anticipate their needs and ensure their problems have been solved by our team.
• Assist the sales and customer success teams with projects including onboarding, recruiting, and worker cultivation.
• Prioritize and drive resolution on escalated customer issues
• Participate in and lead meetings to ensure we are providing an exceptional user experience
• Other duties as assigned by Customer Support Manager

What You’ll Need:

Required Qualifications:

• Demonstrated experience leading successful teams
• At least 2 years of experience in customer service/support
• Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
• Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
• Ability to work both independently and as part of a team
• Strong client relationship building skills
• Interpersonal skills and ability to resolve conflict
• Exceptional organizational and time management skills
• Excellent written and verbal communication
• In depth knowledge of performance metrics
• Solid computer skills: Google applications, Microsoft Office Tools and other industry standard applications would be a plus

Qualifications that will help you stand out:

• Experience supporting a SaaS product
• The ability to be receptive and honest with feedback. It’s how we grow and get better!
• Ability to thrive in an undefined environment (WorkMarket is a GTM product)
• Experience working with Zendesk
• Project Management experience a plus

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.