EDUCATION AND EXPERIENCE:
Education: Graduate degree, or related experience
French oral and written – C1 level
Previous knowledge of HCM solutions is a plus
Understanding of French payroll is a plus
Basic SQL skills
Solid understanding of Microsoft Office
Client Service experience
Good relationship skills
Good analytical skills
A taste for customer service and responsibilities
Ability to adapt and manage complex situations
Autonomy and initiative
Good team work skills
Logical, organized, rigorous in applying the process, curious
Knows how to manage stress
Good interpersonal skills
JOB PURPOSE & KEY OBJECTIVES:
Part of the HCM Centre of Excellence, the France NA Support Specialist role is to support the National Accounts Business Unit in France with their NA applications client base. The goal of the France NA Support Specialist is to work as a first level support for our client’s human resources and payroll systems. The France NA Support Specialist will solve client request via configuration, testing and defining functional specifications for the human resources and payroll systems.
The main responsibilities will be to deliver activities for achieving analysis to define specifications for building effective systems, capable to meet user requirements.
Analyze client issues and propose solutions to meet end user requirements
Assist as firsts level support for our clients with their Human Resources and payroll systems
Answer questions such as: where do I find this functionality?
Follow batch programs launch and execution rigorously
Solve client bugs (tracked via our CRM system) within contractual SLAs
Report activity (qualitative, quantitative).
Solve requests: by developing, testing, answering Front Office consultants
Offer best service to customers
Establish a close partnership with Front Office consultants
Tracks activity via CRM in order to give visibility to the team on all actions taken
Write or amends existing technical process specifications
Refer difficult cases to a second level support team
Is able to perform functional tests on the application
Maintain mailing list documentation and application contacts up-to-date
Make sure the payment planning of all customers is up-dated and set up payment process follow in the support calendar
Program and follow the execution of payroll processes and inform the client by mail or CRM
We are a comprehensive global provider of cloud-based Human Capital Management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration, and a leader in business outsourcing services, analytics and compliance expertise. Our unmatched experience, deep insights, and cutting-edge technology have transformed human resources from a back-office administrative function to a strategic business advantage. ADP serves more than 610,000 clients around the world today and helps organizations of all types and sizes unlock their business potential. For 60 years, we’ve led the way in defining the future of business outsourcing solutions and we remain one of the world’s most innovative, diverse and admired companies to work for today.
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