Dayforce US, Inc.
Manager Technical Customer Support
Dayforce US, Inc., Saint Paul, Minnesota, United States,
Posted Monday, November 11, 2024 at 5:00 AM | Expires Sunday, January 12, 2025 at 4:59 AMDayforce 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.Location:
Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines.About the opportunityThe Support Manager will effectively motivate and manage a team of Support Specialists to deliver top-notch client-focused support. In addition to the delivery of day-to-day operational Customer Support, the Support Manager responsibilities include processes and systems, client escalation, and relationship management. The Support Manager promotes teamwork, empowerment, and collaboration efforts to ensure that effective operational procedures and processes are in place to enable teams to deliver consistent and quality service to our customers. They support our Application Specialists by mentoring and executing on recurring support performance goals while achieving organizational objectives. This is an excellent opportunity to join a rapidly growing leading innovator in next-generation Human Capital Management solutions in a challenging and rewarding role. The ideal candidate is highly energetic, passionate about customer support, and thrives in a highly collaborative and fast-paced environment.What you'll get to doEnsuring adherence to Customer Service Level Agreements (SLAs)Providing regular and ad-hoc reports to senior management relative to metrics regarding work volume, service levels, quality outcomes, etc.Maintaining the highest level of customer satisfaction by developing relationships, exceeding client expectations, and proactively averting or managing escalationsMentoring employees and establishing best practices for troubleshooting, communication, and timely incident resolutionIn conjunction with the manager, responsible for the human resources management of the team, which includes hiring, training, coaching, mentoring, recognition, and performance management.Determining action plans for improving and maintaining high employee engagement levels.Investigating and implementing industry best practices and processes.Maximizing efficiency through the use of appropriate support systems and tools.Delivering high-quality support collateral and establishing and achieving recurring support performance goals.Continually advocating for customers and finding new ways to add value to the client experience.Skills and Experience we valueBachelor's Degree in Computer Science, Engineering, or relevant software/computer-related fields5+ years of support experience, with at least 2 years in a management or leadership roleStrong technical background with a proven ability to resolve highly complex incidentsOutstanding oral and written communication skills in English and SpanishProven ability to motivate and manage a teamExcellent leadership, organizational, and decision-making skillsStrong familiarity with Microsoft Technology (.Net / Windows Server / SQL Server)What would make you really stand outWorkforce Management support experience C# / .NET / SilverlightBilingual (English and Spanish)What’s in it for youDayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace all individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.We encourage individuals to apply based on their passions.Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives, and recognition through competitive pay and benefits.With a commitment to community impact, including volunteer days and our charity, Dayforce Cares, we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
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Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines.About the opportunityThe Support Manager will effectively motivate and manage a team of Support Specialists to deliver top-notch client-focused support. In addition to the delivery of day-to-day operational Customer Support, the Support Manager responsibilities include processes and systems, client escalation, and relationship management. The Support Manager promotes teamwork, empowerment, and collaboration efforts to ensure that effective operational procedures and processes are in place to enable teams to deliver consistent and quality service to our customers. They support our Application Specialists by mentoring and executing on recurring support performance goals while achieving organizational objectives. This is an excellent opportunity to join a rapidly growing leading innovator in next-generation Human Capital Management solutions in a challenging and rewarding role. The ideal candidate is highly energetic, passionate about customer support, and thrives in a highly collaborative and fast-paced environment.What you'll get to doEnsuring adherence to Customer Service Level Agreements (SLAs)Providing regular and ad-hoc reports to senior management relative to metrics regarding work volume, service levels, quality outcomes, etc.Maintaining the highest level of customer satisfaction by developing relationships, exceeding client expectations, and proactively averting or managing escalationsMentoring employees and establishing best practices for troubleshooting, communication, and timely incident resolutionIn conjunction with the manager, responsible for the human resources management of the team, which includes hiring, training, coaching, mentoring, recognition, and performance management.Determining action plans for improving and maintaining high employee engagement levels.Investigating and implementing industry best practices and processes.Maximizing efficiency through the use of appropriate support systems and tools.Delivering high-quality support collateral and establishing and achieving recurring support performance goals.Continually advocating for customers and finding new ways to add value to the client experience.Skills and Experience we valueBachelor's Degree in Computer Science, Engineering, or relevant software/computer-related fields5+ years of support experience, with at least 2 years in a management or leadership roleStrong technical background with a proven ability to resolve highly complex incidentsOutstanding oral and written communication skills in English and SpanishProven ability to motivate and manage a teamExcellent leadership, organizational, and decision-making skillsStrong familiarity with Microsoft Technology (.Net / Windows Server / SQL Server)What would make you really stand outWorkforce Management support experience C# / .NET / SilverlightBilingual (English and Spanish)What’s in it for youDayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace all individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.We encourage individuals to apply based on their passions.Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives, and recognition through competitive pay and benefits.With a commitment to community impact, including volunteer days and our charity, Dayforce Cares, we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
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