Customer Support Technical Specialist II

Dayforce; Toronto; Hybrid; CAD 48,000 - 64,000; Full time

Job summary

Dayforce seeks a Customer Support Technical Specialist II to handle inbound calls and emails in a fast-paced call center environment from multiple queues, assisting customers with payroll questions related to Dayforce Powerpay HCM.

You will provide consistent, high-quality customer service and support, using decision-support software, navigating data entry systems, and documenting actions concisely. Training includes night shifts and flexible weekdays as needed.

Qualifications

• Minimum 2+ years in customer service.
• Comfort with computers and telephone etiquette.
• Strong written and verbal communication in English.

Responsibilities

• Greet customers professionally and build rapport.
• Respond to inquiries using decision-support software.
• Handle a high volume of calls and emails.
• Ensure customers understand the resolution and receive follow-up education.
• Actively listen to customer needs and demonstrate empathy.
• Document actions accurately in systems.

Skills

Customer service

Active listening

Time management

Multitasking

Problem solving

Analytical reporting

Escalation handling

English communication

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

About the Opportunity

As a Customer Support Technical Specialist II, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call center environment from multiple queues. A Customer Care Representative will normally handle multiple high-volume calls/emails assisting customers with complex questions relating to their payroll questions in a high-volume call center. You will provide consistent quality of customer service and support on Dayforce Powerpay HCM’s products and services.

What You’ll Get to Do:

• Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
• Use decision-support computer software programs to respond to common service questions and inquiries
• Position entails a high amount of customer interaction over the phone
• Ensure that customers understand the resolution and provide on-going education to customers
• Listen attentively to customer needs and concerns; demonstrate empathy
• Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner

Skills and Experience We Value:

• 2+ years customer service
• Familiarity with computers and telephone etiquette
• Computer Literate (MS Word, Excel, PowerPoint, Outlook)
• Ability to handle escalated/difficult situations
• Active listening skills
• Extensive customer service experience
• Ability to multitask
• Results-oriented drive
• Problem-solving skills
• Time Management and prioritization
• Analytical and Reporting Skills

What Would Make You Really Stand Out:

• Domain Knowledge – CA Payroll (desirable – else, to acquire during provided training)
• Capacity to work flexible working hours to include Night Shift schedule and day-offs that may be scheduled on weekdays
• Willingness to work during Philippine holidays
• Very good command of oral and written English
• Exhibiting patience and confidence
• People/culture sensitivity
• Advanced soft skills: exactness, positivity, empathy and common sense
• Ability to thrive in a fast-paced working environment
• Be an effective, active and engaged team member
• Quality interactions; all day/every day