Technical Support (Customer Specialist )

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

This role is reporting to the Customer Support Associate Manager within the Malaysia and ANZ Customer Support Team and is a position that is fundamental to the successful delivery of Dayforce’s products and services to our customers.

What You'll Get To Do

• Abide by Dayforce’s Code of Conduct, Values and Policies and Procedures.
• Be aware of and comply with all Dayforce and customer Information Security protocols.
• Adhere to all Information Security Standards Policies and Procedures.
• Provide timely and high-quality resolutions to customer incidents and service requests following agreed process guidelines, work practices and service standards.
• Ensure proper recording and closure of all issues via ticketing system.
• Ensure issues are correctly routed to appropriate support groups if unresolved by helpdesk.
• Provide initial assessment of categorization and prioritization for reported issues and provide support from guidance of KB / L2, targeting FCR.
• Undertake QA and/or UAT testing as required to assist internal teams.
• Identify, create and contribute to continuous improvement initiatives which advances or develop process and/or service to customers.
• Contribute to other Support tasks as required to provide support to customers.
• Perform any other duty as required by management commensurate with the position
  
  

Skills And Experience We Value

• Candidate must possess at least a Bachelor's / College Degree in Computer Science / Information Technology, Human Resource Management or equivalent
• At least 3 years of working experience in helpdesk support, application troubleshooting with customer focused role or equivalent.
• Asia and ANZ Payroll processing knowledge is an advantage.
• Knowledge in Database Management (MySQL) is an advantage.
• User acceptance testing / End user testing experience is an advantage
• Extensive knowledge in helpdesk operations.
• Strong written and verbal communication skills, preferably without using "system-speak".
• Solid experience in problem analysis and resolution of technical issues with the ability to function in a self-directed work team
  
  

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.

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