The NAS Workforce Management (WFM) HCM Service Consultant is the primary contact for a designated number of clients providing service, product (Enterprise eTIME, Vantage Time. WFN Essential Time, TimeSaver) and technical expertise using service management tools such as Siebel CRM/CEH, and Microsoft Office to deliver exceptional service to National Account Clients. • Working in a team environment, an Analyst receives calls and emails from clients asking questions or needing assistance. • Typically receives 7-8 calls/cases inbound per day, and the rest of the day is for actively working on resolution of cases previously received and not closed. • Communicates with clients via outbound calls/scheduled meetings/conference calls to provide status of open cases or gather additional information to help troubleshoot an issue. • Required to provide effective and timely response to clients' inquiries and concerns relating to the appropriate Time Product supported. • Consider the clients' level of product expertise and then adjust how service is delivered to ensure client satisfaction. • Recognize potential clients' technical or non-technical issues, and then escalate to the correct department as appropriate in a timely manner based on established escalation process. • Expected to independently manage workload to ensure that case management timelines and communication with clients are met based on clients' Service Level Agreement with ADP. Perform other related duties as assigned. • Measured by client satisfaction, case ownership, resolution rate and quality.

　　• Demonstrate experience in client support for technical software application. • Ability to effectively communicate with both internal and external partners. • Must have high level of responsibility to own clients' issues and inquiries. • Solid technical foundation to provide support for any standard business application. • Minimum 1-year experience in logical troubleshooting, problem solving, and following established escalation process. • Ability to manage time and prioritize multiple client issues, inquiries, projects and scheduled meetings effectively. • Proficient in call handling. • Demonstrate the ability to work in a team environment and work under pressure and time constraints. • *Preferred but not required: Bachelor's degree; Experience in payroll and/or time and labor management applications.

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