Customer Support Technical Specialist II at Dayforce in MU

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About the opportunity
As a Customer Support Specialist II, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call centre environment from multiple queues. A Customer Care Representative will normally handle multiple high-volume calls/emails assisting customers with complex questions relating to their payroll questions in a high-volume call centre. You will provide consistent quality of customer service and support on Ceridian Powerpay HCM’s products and services.

What you’ll get to do
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
• Use decision-support computer software programs to respond to common service questions and inquiries
• Position entails a high amount of customer interaction over the phone
• Ensure that customers understand the resolution and provide on-going education to customers
• Listen attentively to customer needs and concerns; demonstrate empathy
• Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner

What’s in it for you
• Encouragement to be the best version of yourself at and away from work:
◦ YOUnity diversity and inclusion programs
◦ Amazing time away from work programs
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
• Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and experience we value
• 2+ years customer service
• Familiarity with computers and telephone etiquette
• Computer Literate (MS Word, Excel, PowerPoint, Outlook)
• Ability to handle escalated/difficult situations
• Active listening skills
• Extensive customer service experience
• Ability to multitask
• Results-oriented drive
• Problem-solving skills
• Time Management and prioritization
• Analytical and Reporting Skills

What would make you really stand out
• Domain Knowledge – CA Payroll (desirable – else, to acquire during provided training)
• Capacity to work flexible working hours to include Night Shift schedule and day-offs that may be scheduled on weekdays
• Willingness to work during MAU holidays
• Very good command of oral and written English and FRENCH
• Exhibiting patience and confidence
• People/culture sensitivity
• Advanced soft skills: exactness, positivity, empathy and common sense
• Ability to thrive in a fast-paced working environment
• Be an effective, active and engaged team member
• Quality interactions; all day/every day

What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process