Product Support Specialist

Job not on LinkedIn

🔥 8 minutes ago

🏈 Alabama, Arizona, +7 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote 🌾 Nebraska – Remote 🏰 Missouri – Remote 🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Dayforce

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🏢 Enterprise

💰 $1G Post-IPO Debt - Dayforce on 2024-03

HR Tech • SaaS • Enterprise

Dayforce is a cloud-based human capital management (HCM) platform that delivers payroll, HR, workforce management, benefits, talent management, and workforce analytics as a unified, single-application SaaS solution for employers. It is designed for enterprise and mid-market organizations to manage payroll, time and attendance, scheduling, compliance, and employee lifecycle functions in one system.

📋 Description

• Further classifies, understands, documents, and resolves customer support inquiries. • Provides support, education, and coordination for internal and external users. • Uses communication standards and techniques to engage with customers: Connect, Untangle, Resolve. • Maintains responsibility for customer support tickets until they are resolved. • Configures and troubleshoots software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines. • Provides recommendations to customers and internal R&D teams to prevent the recurrence of common issues and decrease implementation/support efforts. • Escalates support issues to development teams as needed. • Enters and updates support activities, tickets, and knowledgebase articles in ALINE support portals and communication platforms. • Maintains a working knowledge of relevant functional area best practices and procedures. • Participates in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations. • Meets or exceed performance metrics such as ticket resolution time and customer satisfaction. • Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively.

🎯 Requirements

• Associates or bachelor’s degree, or proven experience in customer support/service or technical support/software analysis required; 1 (one) to 2 (two) years. • Proficiency in troubleshooting complex software issues. • Familiarity with relational databases and SQL fundamentals. • Strong time management skills. • Tenacity in pursuing problem solving and thinking critically. • Adaptability, willingness to learn, and self-motivated. • Proficiency in MS Office products, especially Outlook, PowerPoint, Word and Excel. • Empathy, calming presence, and the ability to "read" customers. • Conflict Resolution: Ability to de-escalate and find solutions diplomatically.

🏖️ Benefits

• Provides phone and email support on weekends and after hours as needed/as scheduled.