Client Service & Product Support Specialist / Technical Support

This position is hybrid; working in the office 3 days a week and 2 days from home.

About the role

WorkMarket by ADP is the leading platform for Freelance Workforce Management. Our cloud-based Freelance Management System (FMS) allows businesses to organize, manage, and pay their freelance workforce efficiently and compliantly. In this role, you will provide enterprise-level support to clients and workers via live chat, email, and phone channels, acting as the first point of contact to triage and answer questions related to the WorkMarket platform.

We are looking for someone with a curiosity for technology, a passion for service, a problem-solving mindset, and strong active listening skills. You must be a relationship builder, organized, and communicate clearly while thinking outside the box to resolve matters efficiently and effectively.

Responsibilities

• Provide platform support to clients and workers by answering feature-related questions and collaborating with the Customer Support team to address immediate technical support questions.
• Drive resolution on escalated customer issues and work with the product team to provide visibility into common questions and issues, continuously evolving the client and worker platform experience.
• Resolve product or service issues by clarifying customer complaints or concerns, determining the cause of the problem, selecting and explaining the best solutions, expediting corrections or adjustments, and following up to ensure resolution.

Requirements

• Positive self-starter with a dedication to providing world-class support by exceeding expectations through each interaction with WorkMarket users.
• Creative problem solver and collaborative team member who is a fiercely loyal advocate for users, energized by working with people, and able to work independently in a fast-paced environment with empathy.
• Excellent time management skills and the ability to multitask to accomplish various goals simultaneously within a team setting.
• Experience with or curiosity for technology, with the ability to find workarounds or resolutions to issues, thriving in ambiguous situations where processes are regularly iterated.

Qualifications

A college degree is great but not required. What’s more important is having the skills to do the job. Other acceptable experience includes:

• 2-5 years of customer service experience with demonstrated abilities to execute and de-escalate situations.
• Receptiveness to constructive critique, excellent communication and leadership skills, and exceptional time management.
• Solid computer skills and the ability to troubleshoot and provide remote technical assistance to users.
• Experience working with Zendesk, JIRA, Google applications, Office, and other industry-standard applications is a plus.

You must be comfortable working in a call center environment as part of a structured day. Our solution center is open from 8 AM–7 PM, so flexibility to work a shift within that timeframe is needed.

Bonus Points

• Contact center experience.
• Technology curiosity and experience supporting software applications.
• Fluency in both English and Spanish.

Benefits

• Be yourself in a culture that values equity, inclusion, and belonging, creating a safe space for diverse perspectives and insights.
• Join one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Ongoing training, development, and mentorship opportunities for continuous learning.
• Best-in-class benefits starting on Day 1 to support your health and well-being.
• Resources and flexibility to balance work and life.
• Focus on mental health and well-being with supportive programs.
• Company-paid time off for volunteering for causes you care about, joining a company committed to giving back and generating a lasting, positive impact on communities.