HRIS Technology Specialist, Bilingual

at  ADP

ADP is hiring an HRIS Technology Specialist, Bilingual

• Are you looking to grow your career in a stable, dynamic environment with plenty of opportunities to progress?
• Are you a continuous learner who embraces ongoing training, development, and mentorship opportunities?
• Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

If so, this may be an opportunity for you. Read on and decide for yourself.
As an HRIS Technology Specialist, Bilingual, you’ll help our clients leverage ADP’s exceptional business solutions so they can focus on what matters most to them - growing their business.
To thrive in this role, you must be comfortable working in a metrics-driven environment. You are eager to learn and adapt well to change. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you.
A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We serve over 1 million clients in 140 countries with over 63,000 associates worldwide. Thanks to the talent, commitment, and authenticity of our ADP associates around the world, we’ve earned accolades from some of the industry’s most respected thinkers for being one of the best places to work. To name a few, we have been recognized as a Greater Toronto’s Top Employer 2024 by Mediacorp Canada and a Best Workplace for Innovators by Fast Company. Learn more about diversity, equity, and inclusion at ADP on our YouTube channel: http://adp.careers/DEI_Videos
Ready to #MakeYourMark? Apply now!
To learn more about careers in Client Service at ADP, visit:
https://jobs.adp.com/locations/canada/teams-roles/client-service/

What you’ll do: Responsibilities

• Provide support to our client application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives.
• Work with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution.
• Consistently monitor open client issues until successful completion, providing timely follow up. Quote the future resolution commitment to the client based on a clear evaluation of the open case.
• Respond professionally and timely to client incoming phone calls and/or emails. Communicate directly with clients via phone, email and/or remote diagnostic tools to resolve these issues.
• Handle client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues. This includes investigating, researching, analyzing and testing outcomes in order to resolve client questions and/or problems the first time.
• Handle critical and/or escalated client issues, which may require working directly with additional ADP Service hubs) to ensure client satisfaction. Use solid judgment and escalate resolvable or concerning issues to a higher level of support or to management as appropriate.
• Provide critical and accurate statutory information to clients in HR/Payroll areas, such as benefit administration. Use the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues.
• Maintain appropriate records of client contact through the CRM (ie. Siebel) ensuring that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution.
• Continually upgrade knowledge and skill base relating to new product roll outs, existing products and statutory/legislative changes.
• Maintain the service organization’s standards that are set by regional and corporate management regarding call and case handling (i.e. Adherence, Call Strategy, Case Activity, etc.)
• Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.
• Recommend software enhancements or product features and identifies client training opportunities if applicable.
• Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.
• May participate in developing documentation (i.e. Solutions, KnowledgeBase) and/or participate in User Group Meetings

TO SUCCEED IN THIS ROLE: Required Qualifications

• Minimum 1 - 3 years’ experience in Human Resources capacity
• ADP Product knowledge in WorkforceNow (WFN) is an asset
• Advanced Internet and MS Office Skills (Word/Excel) required
• Excellent customer service and communication skills (both verbal and written)
• English/French Bilingualism is Mandatory
• Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.

BONUS POINTS FOR THESE: Preferred Qualifications

• Ability to collaborate & work effectively within cross functional teams
• Ability to multitask, probe, analyze, and problem solve
• Detail oriented and ability to follow-through
• Ability to work independently, resourceful and be a strong team player
• Strong organization, time management and prioritizing skills
• Bachelor’s Degree preferred or equivalent in HR experience
• HR Designation is an asset (CHRP)

What you’ll do: Responsibilities

• Provide support to our client application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives.
• Work with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution.
• Consistently monitor open client issues until successful completion, providing timely follow up. Quote the future resolution commitment to the client based on a clear evaluation of the open case.
• Respond professionally and timely to client incoming phone calls and/or emails. Communicate directly with clients via phone, email and/or remote diagnostic tools to resolve these issues.
• Handle client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues. This includes investigating, researching, analyzing and testing outcomes in order to resolve client questions and/or problems the first time.
• Handle critical and/or escalated client issues, which may require working directly with additional ADP Service hubs) to ensure client satisfaction. Use solid judgment and escalate resolvable or concerning issues to a higher level of support or to management as appropriate.
• Provide critical and accurate statutory information to clients in HR/Payroll areas, such as benefit administration. Use the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues.
• Maintain appropriate records of client contact through the CRM (ie. Siebel) ensuring that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution.
• Continually upgrade knowledge and skill base relating to new product roll outs, existing products and statutory/legislative changes.
• Maintain the service organization’s standards that are set by regional and corporate management regarding call and case handling (i.e. Adherence, Call Strategy, Case Activity, etc.)
• Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.
• Recommend software enhancements or product features and identifies client training opportunities if applicable.
• Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.
• May participate in developing documentation (i.e. Solutions, KnowledgeBase) and/or participate in User Group Meeting

TO SUCCEED IN THIS ROLE: Required Qualifications

• Minimum 1 - 3 years’ experience in Human Resources capacity
• ADP Product knowledge in WorkforceNow (WFN) is an asset
• Advanced Internet and MS Office Skills (Word/Excel) required
• Excellent customer service and communication skills (both verbal and written)
• English/French Bilingualism is Mandatory
• Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites