French Customer Support Specialist 

Job Summary:

The Customer Support Specialist is the initial functional and technical point of contact for all inquiries (except for payroll-related matters) coming from HR Experts on the customer side.

He/She assists and guides clients in the following main areas: HR processes, use of Experts and Internet applications provided by ADP, monitoring of production and monthly operations.

In addition, he/she performs analysis activities for defining the required technical specifications of the information system that meet the customer configuration needs.

Scope of Responsibilities:

Performs analysis activities for defining the required technical specifications of the information system that meet the customer configuration needs.

Broadly, the scope of responsibilities is as follows:

• Daily assisting and guiding clients in the use of ADP tools
• Measuring the impact and urgency of requests
• Prioritizing and logging all customer service requests and incidents
• Resolving customer inquiries by applying the solutions available in internal databases or properly escalating issues to appropriate internal teams
• Communicating/following up on the incident throughout the whole process and alerting the appropriate teams according to SLA
• Validating incident resolution with the client and internal teams
• Being responsible for an area of expertise and acting as liaison between client and Support teams.

Knowledge and Skill Requirements:

• Mastery of fundamentals: Knowledge of the company, Offerings, Service Excellence and Compliance
• Operational Skills: Customer Relationship (mutual commitments, requirements analysis and action planning, HRIS & business processes)
• Cross-functional skills: communication, workshop facilitation, time and priority management, office tools
• Fluent (C1) in French, English would be a plus
• Has the sense of service
• Masters customer relationship management – has a strong culture of customer experience and understands the importance of customer satisfaction
• Flexible mindset – is able to adapt his/her speech/actions to the audience
• Good listening and communication skills
• Pedagogical approach
• Integrity
• Possesses analytical skills and an ability to summarize
• Organized and rigorous
• Team player