Technical Support Advisor (PEO Payroll)
Posted Updated
Description
IMPORTANT NOTE: For a candidate selected from the Eastern or Central time zones, please note that a M-F schedule of 9:30am to 6:30pm EST or 10:00am to 7:00pm EST will be required to provide support for clients in MST and PST.
ADP is hiring a Technical Support Advisor - Payroll in our TotalSource PEO space.
- Are you the person others turn to when complex Payroll issues need a solution?
- Do you enjoy mentoring colleagues while serving as a payroll subject matter expert?
- Are you looking for an opportunity to lead high-impact client projects and influence product adoption and optimization?
If so, this may be the opportunity you've been searching for. Read on and decide for yourself.
In this role, you will serve as the PEO Payroll subject matter expert for TotalSource. You will provide advanced functional, procedural, and technical guidance to associates and clients, helping resolve complex product and client issues while improving service delivery, client satisfaction, and product adoption. Your expertise will influence project outcomes, support strategic client initiatives, and strengthen the overall capabilities of the organization.
The nature of what you do every day will not change. Your primary focus is helping clients and internal partners maximize the value of the Payroll solution. Every day will be different because the challenges, client needs, and project requirements will vary. You'll troubleshoot complex issues, lead client projects, collaborate across business functions, and contribute to system rollouts, releases, and process improvements.
To thrive in this role, you must bring deep PEO Payroll expertise, strong consultative skills, and the ability to lead through influence. You'll balance client escalations, cross-functional project work, and coaching responsibilities while maintaining a high standard of service. In return, you'll gain visibility across the organization, opportunities to shape product and service strategy, and the ability to make a meaningful impact on clients, associates, and business outcomes.
What you'll do: Responsibilities
What you can expect on a typical day:
- Advanced Client Support. Provide expert-level application support to clients and internal associates through phone, chat, email, Salesforce/Henry, and other channels. Troubleshoot complex Payroll issues, coordinate with business partners, and drive issue resolution.
- Project Leadership. Manage large, complex, value-added client projects requiring advanced product expertise. Develop project plans, monitor progress, conduct testing and validation, communicate status updates, and ensure successful delivery.
- Consulting & Optimization. Partner with clients, Relationship Managers, Sales, Implementation, Client Services, and Technical Support teams to identify opportunities for system optimization, increased utilization, and improved client outcomes.
- Training & Mentorship. Coach and mentor associates across multiple experience levels. Identify skill gaps, deliver training, support onboarding efforts, and promote best practices across the organization.
- Product Expertise. Maintain expert knowledge of PEO Payroll and related solutions. Support product rollouts, releases, regulatory changes, pilot programs, and enhancement initiatives.
- Escalation Management. Resolve highly complex client concerns and service escalations. Provide guidance to less senior consultants and contribute recommendations related to operational processes and service improvements.
- Cross-Functional Partnership. Act as a liaison across Sales, Relationship Management, Implementation, Finance, Development, and Service organizations to ensure successful client outcomes and continuous improvement.
TO SUCCEED IN THIS ROLE: Requirements
- Minimum 3-5 years' Experience as a Client Service or Implementation associate.
o PEO Payroll Expertise. Strong knowledge of ADP TotalSource Payroll. - Client Service Experience. Three to five years of experience in Client Services, Implementation, or a related client-facing role.
- Problem Solving. Demonstrated ability to diagnose complex client issues, identify root causes, and develop effective solutions.
- Project Management. Experience managing multiple priorities, coordinating stakeholders, and driving projects through completion.
- Communication & Collaboration. Strong verbal and written communication skills with the ability to build relationships across teams and client organizations.
A college degree is great but not required. What's more important is having the skills to do the job.