Payroll Consultant ( Customer Support )

Dayforce; Remote; MYR 150,000 - 200,000; Full time

Job summary

A global human capital management company is looking for a Customer Support Associate in Malaysia. This role involves providing timely resolutions to customer incidents while adhering to company policies. Candidates should have at least 3 years of experience in helpdesk support and possess a Bachelor's degree in a relevant field. This position supports remote work arrangements, enabling candidates to work from anywhere within Malaysia.

Qualifications

• At least 3 years of working experience in helpdesk support or application troubleshooting.
• Asia and ANZ Payroll processing knowledge is an advantage.
• User acceptance testing experience is an advantage.

Responsibilities

• Provide timely resolutions to customer incidents and service requests.
• Ensure proper recording and closure of all issues.
• Identify and contribute to continuous improvement initiatives.

Skills

Customer focused role experience

Problem analysis and resolution

Strong written communication

Strong verbal communication

Helpdesk operations knowledge

Education

Bachelor's / College Degree in Computer Science / Information Technology

Human Resource Management or equivalent

Tools

MySQL

Job description

Dayforce 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 award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About the opportunity

This role is reporting to the Customer Support Associate Manager within the Malaysia and ANZ Customer Support Team and is a position that is fundamental to the successful delivery of Dayforce’s products and services to our customers.

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Malaysia

What you'll get to do

• Abide by Dayforce’s Code of Conduct, Values and Policies and Procedures.
• Be aware of and comply with all Dayforce 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

Skills and experience we value

• Candidate must possess at least a Bachelor's / College Degree in Computer Science / Information Technology, Human Resource Management or equivalent
• At least 3 years of working experience in helpdesk support, application troubleshooting with customer focused role or equivalent.
• Asia and ANZ Payroll processing knowledge is an advantage.
• Knowledge in Database Management (MySQL) is an advantage.
• User acceptance testing / End user testing experience is an advantage
• Extensive knowledge in helpdesk operations.
• Strong written and verbal communication skills, preferably without using "system-speak".
• Solid experience in problem analysis and resolution of technical issues with the ability to function in a self-directed work team