Principal Client Technical Support Consultant

Principal Client Technical Support Consultant, ADP/MasterTax

We are currently seeking a Principal Client Technical Support Consultant to support ADP/MasterTax, an in-house payroll tax processing software.

This role is responsible for providing timely and effective technical support to internal and external clients while managing multiple priorities in a structured, metrics-driven environment. The ideal candidate is a reliable and highly organized professional with strong MasterTax system and process knowledge. Success in this position requires technical aptitude, sound judgment, consistent follow-through, and the ability to manage competing priorities without sacrificing accuracy, quality, or client service.

What You’ll Do

• Provide technical support to internal and external clients using MasterTax through phone, email, Microsoft Teams, and remote-access tools when necessary.
• Manage multiple support tickets and competing priorities based on client impact, urgency, deadlines, and established service expectations.
• Analyze, troubleshoot, test, and replicate system and processing issues to determine the appropriate resolution or next step.
• Apply knowledge of MasterTax systems, processes, and payroll tax workflows to resolve client inquiries accurately and efficiently.
• Review escalated tickets promptly and ensure the priority, reported issue, business impact, actions taken, and next steps are clearly documented.
• Take ownership of assigned tickets and maintain timely communication through resolution, including when assistance is required from Tier 3 Support or another department.
• Escalate critical and high-impact issues to the appropriate resources with urgency.
• Gather the information needed to investigate and resolve issues, including client impact, applicable deadlines, troubleshooting steps, error messages, screenshots, logs, and supporting documentation.
• Maintain complete and accurate case notes within the customer relationship management system, including the reported issue, research completed, resolution steps, and final outcome.
• Monitor open tickets, follow up on outstanding information, and communicate potential delays or risks promptly.
• Identify and communicate available workarounds or alternative solutions when an immediate resolution is not available.
• Respond to client and internal inquiries promptly and professionally.
• Communicate technical information clearly and in a way that clients and internal partners can understand and act on.
• Collaborate effectively with associates, technical teams, and cross-functional partners to move issues toward resolution.
• Work independently, exercise sound judgment, and recognize when additional support or escalation is required.
• Identify recurring issues and recommend improvements to systems, processes, training, or support documentation.
• Share knowledge and provide guidance to support the development and success of the broader team.

To Succeed in This Role

Required Qualifications

• 3+ years of customer service experience
• 2+ years of experience supporting or working with MasterTax
• Demonstrated knowledge of MasterTax systems, processes, and payroll tax workflows
• Proven ability to manage multiple assignments, establish priorities, and meet deadlines in a high-volume, metrics-driven environment
• Strong reliability, accountability, and consistent follow-through
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to investigate, replicate, and clearly document technical or processing issues
• Ability to learn and apply new systems, processes, and technical concepts
• Excellent written and verbal communication skills
• Ability to summarize complex issues and explain technical information clearly and concisely to technical and nontechnical audiences
• Strong client relationship and interpersonal skills
• Strong organizational and time-management skills
• Ability to work independently, exercise sound judgment, and collaborate effectively in a team environment
• Proficiency with Microsoft Outlook, Word, Excel, and Teams