Dayforce Support Analyst

Company: Ceridian
Location: Vancouver
Posted on: June 12, 2021

Job Description:

Wednesday, June 2, 2021 This is our promise. Not only for our customers, but our employees as well. Do you thrive in an innovative and exciting environment that's continuously evolving? Ceridian is looking for fun, intelligent, team oriented people who believe in our values: Customer Focus,Shared Ambition, Agility, Transparency, Equity, and Optimism. Our workplace culture provides empowering programs for career growth and offers diversity and inclusion groups to support every person's career journey. Ceridian employees have declared Ceridian a Great Place to Work in 2019, a Glassdoor Best Places to Work in 2019, and one of Canada's Top 100 Employers for the 16th consecutive year! Location: For this role, we are open to remote work and can hire anywhere in the United States or Canada. The successful candidate must be available to work PST hours. If you are a motivated and driven individual and you are interested in a rewarding new career in customer care, join the Ceridian team! We are looking for a Dayforce Support Analyst within our Dayforce Services team to interface with customers in a call center environment. This is an on-site call center position, with potential for moving to a virtual work environment. As a Dayforce Support Analyst, you will be responsible for handling inbound customer calls/emails/tickets from multiple queues for anywhere between 70-90% of your scheduled shift. A Dayforce Support Analyst will normally handle multiple high-volume calls/emails assisting customers with complex questions relating to their payroll and various HR/Benefits related topics. Responsibilities: Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new hire training Become a subject matter expert and act as a true generalist Customer resolution of low-level to high-level transactional issues which may or may not be sensitive in nature High degree of customer interaction over the phone; ensure that customers understand the resolution and provide on-going education to customers Apply practical application solutions to complex problems and situations Listen attentively to customer needs and concerns; demonstrate empathy with an and eye towards issue resolution Proficiently navigate CRM entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner Communicate effectively with individuals/teams to ensure high quality and timely completion of customer requests Work towards an "I own it' resolution of all issues; demonstrates attitude of "I Own It" Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity Give recommendations for process improvements Participate in activities designed to improve customer satisfaction and business performance Metrics driven contact center environment - ability to meet stringent productivity, quality and compliance KPIs Ability to learn our products and offerings and handle complex client questions Ability to de-escalate callers when needed Contribute to the support knowledgebase by reproducing and meticulously documenting software defects and assist with a wide variety of operational projects Develop a strong understanding of Dayforce products and provide guidance to callers - Payroll, Benefits, Wage Garnishments Qualifications: As Dayforce Support Analyst, you must be confident, punctual, and self-motivated with a strong work ethic and be able to work well under minimal supervision. You must also be a team-oriented individual who is open minded, willing to learn, and functions effectively in a fast-paced work environment with critical deadlines. It is also vital for your role, that you possess excellent verbal and written communication and interpersonal skills and the ability to easily establish rapport with customers. 2+ years Call Center experience preferred Strong interpersonal communication (both written and verbal), negotiation and resource and time management skills required Ability to analyze and interpret general business procedures and processes, including government regulations Well-versed in all Microsoft Office products including Excel and Word Strong analytical and organizational skills required Demonstrates an attitude of "I Own It" Ability to work in fast-paced multi-tasking environment and can update systems while talking to the client on the phone Preferred Qualifications: 1-2 years' experience in application or help desk support (i.e. tier 1 or tier 2 support) role Experience in with payroll, benefits, tax, time and attendance/workforce management or other HCM applications Bachelor's degree or relevant software/computer related fields or equivalent work experience FPC, CPP, SQL or other industry certifications are highly favored Must be available to work Wednesday - Friday and Sundays between 7:00am- 9:00pm PST as well as Mondays and Tuesdays from 7:00am- 12:00am PST. Overtime may be applicable as business needs require Must be available to work holidays. Ceridian 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 provide our employees with comprehensive benefits for various life circumstances and needs,great opportunities for career development, and a balanced lifestyle to achieve personal and professional success.We encourage all individuals to apply for positions that fit their passions. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a email directly from our organization.

Keywords: Ceridian, Vancouver , Dayforce Support Analyst, Other , Vancouver, Washington