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 BetterTM- Reflects our commitment to employees, customers, partners and communities globally.
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines
About The Opportunity
As a member of the Wallet - Advanced Support team, you will serve as the Wallet Contact Center final escalation point for issues that have no defined solution and are able to plan a solution and execute without explicit directions. Advanced Support analysts work in a team environment to provide technical and functional expertise to resolve the most complex and highly escalated Support cases while providing mentoring and coaching across multiple front-line Support Teams.
We are fully remote all of the time, not just in lockdowns. You can be based anywhere across Philippines. We are an amazing team, we ‘hum’ together, we lean into one another and have fun. We are flexible, we won’t micromanage you but we will provide you with structured growth
What You Will Get To Do
- Job responsibilities for Advanced Support analysts vary based on your product knowledge and the number of unassigned cases in the queue. However, these core job tasks are common in the Advanced Support roles:
- Use information from frontline support to diagnose issues and offer troubleshooting tips, and tools to fix various problems
- Consult customers and peers on various options to address business requirements by:
- Leveraging best practices
- Considering downstream effects of configuration choices
- Applying deep understanding of data flow in Dayforce and 3rd party applications
- Considering product performance and resources to optimize solution
- Understand overall system architecture to troubleshoot problems and investigate escalated or complex issues
- Uses best judgement to take ownership of issues that require advanced troubleshooting and technical skills when applicable
- Identify incidents that may have widespread or system wide customer impact
- Contribute to the internal and external support knowledgebase articles
- Help with defect validation ensuring accuracy and a high quality of defect documentation
- Respond to emails and chat requests for Advanced Support
- Provide mentoring, guidance, and record all Advanced Support interactions into ticketing system
- Provide feedback, advice, and encouragement to team members
- Stay current on latest Dayforce functionality and configuration best practices
- Write SQL code to identify, troubleshoot and fix data as well as configuration issues in the customer’s Dayforce instance
Skills And Experiences We Value
- Self-directed and independent worker with limited need for day-to-day supervision
- Excellent problem solving and analytical skills
- Project Management
- Create and follow a project plan using effort estimation, outline action items, measure progress, and follow the plan through to completion
- Provide end-users with significant and timely updates
- Strong time management, interpersonal, communication, and organizational skills
- Maintain client confidence by demonstrating advanced troubleshooting skills in product area of focus
- Friendly and approachable
- Intermediate experience required in one or more of the following Dayforce Modules, Payroll and WFM.
What Would Make You Really Stand Out
- Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields
- Advanced knowledge in specialized areas of Dayforce
- 5+ years of experience in troubleshooting software applications
- North America – Payroll Background
- Intermediate experience required in one or more of the following Dayforce Modules, Payroll and WFM.
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 or @Ceridian.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
