Customer Support Technical Specialist III

Dayforce

1d•CA$53,900 - CA$96,300•Onsite

About The Position

As a Customer Support Technical Specialist III, you will be responsible for delivering business-to-business application support to “Dayforce Time & Attendance for Powerpay” (DFTA) customers. You will interpret and identify the needs or requests of clients and team members, via inbound calls or cases, to provide expert advice and problem resolutions. You will collaborate with client administrators and internal teams to champion client priorities. This role will combine strong technical and functional problem-solving skills with a keen business sense to deliver world-class client-focused support.

Requirements

World class customer service skills
Very good command of oral and written English
Well-versed in all Microsoft Office products including Excel and Word
Ability to handle escalated/difficult situations
Active listening skills
Ability to multitask
Ability to leverage AI to increase efficiency
Results-oriented drive
Problem-solving skills
Time management and prioritization skills
Analytical and reporting skills
People/culture sensitivity
Ability to thrive in a fast-paced working environment

Nice To Haves

Experience supporting Workforce Management applications
Experience in managing projects that delivered technology-based solutions
Experience working with Exports/Interfaces/Integrations
Familiarity with SQL, XML and Power BI technologies
Familiarity with Canadian payroll standards

Responsibilities

Complete cases involving workforce management-related system configuration and enquiries
Provide efficient and effective response and resolution to incidents within internally and externally driven SLAs
Take a project management approach to work to meet tight deadlines; work on product performance related issues and provide recommendations keeping the broader client impact in mind
Develop solid product expertise and industry experience
Maintain the highest level of client satisfaction and client engagement by providing proactive support and consistently exceeding expectations that contribute to strong client relationships
Produce high quality training material and come up with creative solutions/out of box thinking to address issues
Reproduce and meticulously document software defects that are experienced by DFTA clients
Optimize internal processes and procedures
Demonstrate a high level of client engagement
Ensure all client interactions, case resolutions and supporting documentation is logged into necessary service tools, follow processes outlined.
Communicate effectively with individuals/teams to ensure high quality and timely completion of customer requests
Anticipate internal and external customer needs to better address their issues and problems, including the promotion of new or additional company services
Identify potential Focus clients and work directly with them to see that a resolution is provided.