Requisition #: 66417
Job Title: Support Analyst, Pay-to-Procure
Employment Status: Full Time
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
Insightful Expertise is a core value at ADP and our clients depend on us for that.Our ADP is a global leader in electronic invoicing and procure-to-pay (P2P) solutions. ADP Invoice® platform is delivered over the Internet, and can seamlessly integrate your supply chain and business processes. Clients worldwide trust ADP to provide full-scale solutions for all areas of their procure-to-pay process.
Visit http://www.adp.com/solutions/employer-services/adp-accounts-payable-solution.aspx to learn more about our product offerings!
The Support Analyst will demonstrate an understanding and commitment to the delivery of World Class Service in providing P2P OpenInvoice application support to our clients.
Experience, Skills, Academic:
-Provides outstanding service when handling all Supplier inquiries and interactions.
-Provides first level product support for suppliers utilizing the P2P platform.
-Answers question, retrains as necessary, researches and resolves issues regarding account configuration, user setup, Invoice and field ticket submissions, payment inquiries and other related ADP services in both an inbound and outbound call center environment.
-Defines and resolves issues related to product features and/or application capabilities.
-Recognizes and directs issues requiring 2nd level technical and integration support.
-Works effectively in the team support environment to achieve total client satisfaction in support of Stellar Service
-Effectively executes inbound and outbound supplier communications with quality in accordance with standard ADP call strategies and expectations
-Utilizes a case management system to document supplier interaction including resolutions and required follow-up.
-Troubleshoots application navigation issues and provides 1st level troubleshooting of PC related issues. -Recognizes and directs issues requiring escalation to 2nd level technical support
-Provides on-going training to suppliers of various knowledge levels to ensure correct system usage and invoice submissions.
-Works collaboratively with On-Ramping team to deliver Stellar Service to new supplier companies
-Post-secondary education or equivalent business experience
KNOWLEDGE, EXPERIENCE, AND SKILLS
-Strong knowledge of Microsoft Office products
-Strong understanding of computer hardware and software setup
-Abilty to troubleshoot (over the phone) software configuration issues
-Professional manner and presentation with the ability to professionally set, manage and satisfy customer expectations through personal involvement or delegation
-Excellent written and verbal communication skills
-Ability to prioritize tasks and demonstrated time management skills
-Ability to work collaboratively with associates to achieve team goals
-Ability to work systematically and logically to resolve problems, address opportunities or manage the situation at hand, identify causes, relationships and implications
-Strong time management skills
About ADP:We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.
NOTE TO APPLICANTS:
Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check.
ADPCORE Job Category: Client Service
Area of Interest: External Client Support
Locations: Canada, Calgary, AB