Lyric HCM Client Service Consultant

REQUIREMENTS:

 Graduates / Postgraduates studies are an added advantage
 Excellent communication oral and written, listening skills
 Full professional bilingualism (English/French/Spanish), both written and verbal
 Prior client service or systems integration experience, preferably in a technology-based environment
 Problem-solving techniques and the ability to learn new technologies
 Ability to empathize with client challenges and to understand their business requirements to recommend the appropriate solution whilst being aware of technical constraints
 Strong technical aptitude with system troubleshooting

PREFERRED QUALIFICATIONS

 Experience in ADP Time applications.
 Experience in HR, Benefits, and/or Payroll
 Knowledge of international time and labour laws
 High-level time and labour management knowledge including time application management

KEY DUTIES/TASKS:

 Attend product training, maintain up-to-date knowledge and evolve alongside the HR Solutions
 Communicate with the internal stakeholders managing the other integration components (Celergo/GV Service teams, Payroll Partners) / customer contacts to understand in-depth technical aspects of the customer requirements
 Provide technically accurate and sustainable resolutions to client reported problems and document these for future reference
 Function as a liaison between the client and the integration components by coordinating the steps towards understanding and resolving any issue raised
 Develop and maintain excellent relationships based on trust and credibility with all our customers and internal stakeholders
 Help in continuously improving the support service to maintain a high level of customer satisfaction.
 Work with implementation and product development teams around the globe to identify and report defects and enhancement needs
 Adjust set up of the product when requested
 Assists in developing customized client content, processes, documentation, and communications
 Maintain and contribute to the Knowledge Management tool content
 Maintains open lines of communication with internal business partners to ensure tight coordination on issues requiring cross-functional support and collaboration
 Adhere to ADP standards, policies and methodologies in all areas of business

What you can expect on a typical day:
 Research, Troubleshoot, and Resolve. You will research, troubleshoot, and resolve ADP/client application issues in the areas of system setup, product functionality, product enhancements, and general client inquiries. You will analyze complex client requirements for time policies and procedures. You will take the initiative to seek answers, solutions, and
positive outcomes in a timely manner for both the client and ADP.
 Communicate and Exceed Client Expectations. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues. You will set priorities, organize your day, multi-task, change direction, and provide prompt follow-up. You will strive to exceed client expectations in every interaction. You hold
yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."
 Educate and Provide Recommendations. You will leverage your ADP product and services knowledge to provide solutions to issues and questions and help build client understanding around our products' value. You will turn client input into recommendations for ADP leadership on best practices and solutions training.