Customer Support Technical Specialist II

About Dayforce

Dayforce is a global company specializing in human capital management (HCM), with headquarters in Toronto, Canada, and Minneapolis, USA. Operating worldwide, including North America, Europe, Middle East, Africa (EMEA), and Asia Pacific Japan (APJ), Dayforce offers an award-winning cloud-based HCM platform that integrates a unified database and continuous calculation engine to enhance workforce efficiency, productivity, and compliance.

Role Overview

As a Customer Support Technical Specialist II, you will be responsible for managing inbound calls and emails in a fast-paced call center setting, addressing complex payroll-related inquiries across multiple queues. The role involves delivering consistent, high-quality customer service and support specifically for Dayforce Powerpay HCM products and services.

Primary Responsibilities

• Establish and maintain rapport with customers by professionally and courteously greeting them, applying skills gained from initial training sessions.
• Utilize decision-support software to efficiently address common service requests and inquiries.
• Engage extensively with customers over the phone, ensuring clarity and thoroughness in resolving their issues.
• Commit to educating customers about solutions and ensuring their understanding of resolutions provided.
• Listen attentively to client concerns, demonstrating empathy throughout interactions.
• Accurately document all customer interactions and actions taken using data entry systems and related applications in a clear and timely manner.

Desired Skills and Experience

• Minimum of two years in customer service roles.
• Comfortable and familiar with computer use and telephone communication etiquette.
• Proficiency in MS Office applications including Word, Excel, PowerPoint, and Outlook.
• Capability to manage difficult or escalated customer situations effectively.
• Strong active listening abilities.
• Extensive experience in customer-facing roles.
• Multitasking skills and a results-driven mindset.
• Strong problem-solving aptitude.
• Effective time management and ability to prioritize tasks.
• Competence in analytical thinking and reporting.

Additional Qualifications That Stand Out

• Knowledge of Canadian Payroll processes (CA Payroll) preferred; training provided if unfamiliar.
• Flexibility to work varied hours including night shifts and possible weekday days off.
• Willingness to work on Mauritius public holidays.
• Strong fluency in both spoken and written English and French.
• Exhibiting patience and confidence during customer interactions.
• Sensitivity to cultural and people differences.
• Excellent interpersonal skills including precision, positivity, empathy, and practical sensibility.
• Ability to flourish in a fast-moving work environment.
• Being an engaged and active member of the team.
• Consistently delivering high-quality interactions every day.

What We Offer

We value diversity and are committed to being an equal opportunity employer that embraces individual uniqueness. Our employees’ well-being and satisfaction are prioritized, offering a fulfilling work environment.

We promote personal and career development through exceptional leave policies, comprehensive wellness programs, and meaningful recognition with competitive remuneration and benefits.

Our commitment extends beyond the workplace into community involvement, providing volunteer opportunities and charitable initiatives that help you grow professionally and personally.

Additional Information

Artificial intelligence may be used during recruitment processes including screening, assessment, or candidate selection.

Fraud Warning: Only official Dayforce representatives use @dayforce.com email addresses and will never request money, equipment purchases, or sensitive personal information during recruitment. If you suspect fraud, please exercise caution.