Customer Support Technical Specialist II

About the role

Dayforce, a global human capital management (HCM) company, is hiring a Customer Support Technical Specialist II. You will handle inbound customer calls and emails in a fast-paced, high-volume call centre, answering complex questions about payroll and providing consistent quality of customer service and support for Ceridian Powerpay HCM products and services.

Key responsibilities

• Greet customers courteously and professionally, building rapport
• Use decision-support software to answer common service questions
• Handle a high volume of customer interactions by phone
• Make sure customers understand the resolution and give them ongoing education
• Listen attentively to customer needs and show empathy
• Navigate data entry systems and document actions accurately and promptly

Required profile

• 2+ years of customer service experience
• Ability to handle escalated or difficult situations
• Active listening, problem-solving, analytical and reporting skills
• Very good command of spoken and written English and French
• Willingness to work flexible hours, including night shifts and weekday days off, and to work during MAU holidays
• Desirable: domain knowledge of CA Payroll (can be acquired during training)

Required skills

• Computer literate (MS Word, Excel, PowerPoint, Outlook)
• Telephone etiquette and multitasking
• Time management and prioritisation

What we offer

• Diversity and inclusion programs, time away from work programs and wellness initiatives
• Recognition through pay, perks and rewards, plus volunteer days and charity support
• Career growth opportunities through internal and external programs