Solutions Specialist
Ceridian
About the opportunity
Reporting to the Manager, Solutions, our team is adding Solutions Specialist, specialized to support our Dayforce Industry Solutions (DIS) application, to the team. This is an exciting opportunity to apply your technical knowledge and customer service skills to deliver business-to-business application support to Dayforce clients, globally. As a key contributor on the team, you will support our most strategic and largest accounts, collaborating with Development, Product, QA, and Services teams to champion client priorities and drive incidents to closure. You will triage, test, and verify solutions while managing customer relationships and delivering world-class client-focused support. Taking a project management approach, you will work to meet tight deadlines, work extensively on product performance related issues, and provide recommendations keeping the broader client impact in mind.
You are a customer service focused professional with an analytical mindset and exceptional technical skills. You are highly skilled at navigating customer needs and demands, managing conflict, and delivering thoroughly tested resolutions. In addition, you are empowered to design, code, validate, and ship code in a quick cadence to meet the client’s needs. You are currently providing customer support in technology to clients, and you want to join a scaling, global company where you can shine as an individual contributor and subject matter expert.
What you’ll get to do
- Deliver outstanding customer service. You will enhance the client support experience, demonstrating high client engagement and developing solid relationships with key clients.
- You will troubleshoot, reproduce, research, collaborate, design, test, and implement resolutions using C#. NET and SQL
- Develop creative solutions. You will triage Dayforce issues with our clients and provide an efficient and effective response and resolution to incidents across both Dayforce and the DIS applications.
- Grow and share knowledge. You will increase your product and industry expertise, evolving into a subject matter expert in DIS and additional Dayforce modules. You will become a trusted advisor to internal and external teams, share your experience and insights informally, and produce high-quality training materials.
- Be proactive - and reactive. You will monitor clients’ setup/configurations to identify opportunities and consistently exceed client expectations as you provide proactive support.
- Assist with operational projects. You will contribute to the implementation and documentation of defects and resolutions, the optimization of internal processes and procedures, and the application of best practices.
- You will be involved in customer transition readiness from implementation to their Support experience, interacting with Services, Success, and our customers throughout the process
Skills and experience we value
- Diploma or degree in Computer Science, I.T., Engineering, or a related field and 2+ years of experience providing customer service and technology support in a fast-paced environment. Have an interest in Human Capital Management.
- 2+ years of programming experience in C#, Java, OR equivalent object-oriented programming language.
- 2+ years of experience with data integrations.
- Exposure to change management protocols and are familiar with Microsoft Server Technology (e.g., Windows / SQL Server, Experience with Azure DevOps). Proficient in SQL and has an understanding of relational database systems in order to:
- Support complex configurations and advanced troubleshooting
- Create and consider multiple permutations while testing proposed changes.
- Conduct root cause analysis and perform tasks to complete retroactive changes caused by a variety of reasons.
- Exceptional customer experience. Knows how to work closely with clients to understand their frustrations, keep conversations on-point, and effectively manage expectations, and use new technologies to solve problems. Understands the nature of B2B support and are willing to work outside of standard business hours (Night shift).
What would make you really stand out
- 5+ years of programming experience in C#, Java, OR equivalent object-oriented programming language.
- 5+ years’ experience using agile methodologies or test-driven development (TDD).
- Experienced supporting HRMS, Payroll, or Workforce Management applications, for customers with complex requirements, including union setups and calculations
- Ability to influence customers to modify current business practices, as required
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