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Customer Support Technical Specialist Ii

4 weeks ago

New Zealand Ceridian Full time

Ceridian 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 brand promise - Makes Work Life Better - is the commitment we make to our employees, our customers and their employees, our partners, and to the communities we operate in around the world. As the pace of change accelerates, our modern technologies help our customers adapt, evolve, and win in today’s borderless, flexible, and skills-based work world.
Dayforce is Ceridian’s award-winning cloud HCM platform. Its single solution, single database, and single continuous calculation engine helps customers achieve increased efficiencies, productivity, and best-in-class compliance. Dayforce is the people platform for the global workforce.

**Location**: This is a hybrid role and we can hire anywhere in Australia and New Zealand.

About the opportunity
This role is reporting to the Customer Support Snr Manager within the ANZ Cloud Services Team, and is a position that is fundamental to the successful delivery of Ceridian’s products and services to our customers.

What you’ll get to do
- Abide by Ceridian’s Code of Conduct, Values and Policies and Procedures
- Be aware of and comply with all Ceridian 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

What’s in it for you
- Encouragement to be the best version of yourself at and away from work:

- YOUnity diversity and inclusion programs
- Amazing time away from work programs
- Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
- Recognition for your contributions through excellent pay, perks, and rewards
- Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
- Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and experience we value
- Australian/New Zealand Payroll processing knowledge is an advantage
- Knowledge in Database Management (MySQL) is an advantage
- HRIS configuration experience is desirable
- User acceptance testing / End user testing experience is an advantage
- Extensive knowledge in helpdesk operations
- Solid experience in problem analysis and resolution of technical issues with the ability to function in a self-directed work team.

What would make you really stand out
- Customer focused
- Good written and verbal communication skills, multitasker, and a team player
- Delivery focused, takes ownership, has a can do mentality and follows methodology

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.