Team: Lyric - Client Success- Support Team
Position Title: Technical Support Specialist
Reporting To: Manager – Technical Support
Lyric by ADP is looking for an enthusiastic and highly motivated Technical
Support Specialist to identify, diagnose and resolve customer issues. As a
Technical Support Specialist, you will work with Customer Success, Product and
Engineers to advocate for our customers. You have a passion for solving
challenging problems and learning new technology. This is an exciting
opportunity to work in a challenging, fast-paced environment with a
high-performance team.
At Lyric by ADP, we strive for every interaction to be driven by our CORE
values: Insightful Expertise, Integrity is Everything, Service Excellence,
Inspiring Innovation, Each Person Counts, Results-Driven, and Social
Responsibility.
Responsibilities:
* Develop and maintain in-depth knowledge of ADP Next Gen software.
* Responsible for providing tier 1 & 2 technical support to Lyric customers.
* Triage tier 3 queries and utilize product knowledge to accurately route or
escalate tickets to appropriate internal teams.
* Manage issues reported by customers from initial contact to resolution
submitted through an incident management system.
* Follow up with internal teams with appropriate updates and ensure tickets are
updated and closed in a timely manner.
* Prioritize and resolve service requests and incidents within predetermined
SLAs.
* Maintain internal knowledgebase and external documentation.
* Contribute to departmental initiatives and identify opportunities for process
improvement.
Requirements:
* Strong written and verbal communication skills
* Critical thinker with strong organizational and time management skills
* Ability to be empathetic, compassionate, responsive and resourceful.
* A robust curiosity and the ability to learn quickly.
* Ability to effectively communicate and collaborate cross-functionally with
Customer Success, Product and Engineering Teams
* Creative p
📌 Technical support specialist (India)
🏢 ADP
📍 India