Enterprise Application Specialist - Virtual, West Coast

Company: Ceridian
Location: Fountain Valley
Posted on: February 22, 2021

Job Description:

Fountain Valley, CA 92708, USA Req #7607 Monday, January 11, 2021 This is our promise. Not only for our customers, but our employees as well.-- Do you thrive in an innovative and exciting environment that's continuously evolving? Ceridian is looking for fun, intelligent, team oriented people who believe in our values: Customer Focus,Transparency, Diligence, Optimism, and Agility. Our workplace culture provides empowering programs for career growth and offers diversity and inclusion groups to support every person's career journey. Ceridian employees have declared Ceridian a Great Place to Work-- in 2019, a Glassdoor Best Places to Work in 2019, and one of Canada's Top 100 Employers for the 16th consecutive year!-- Reporting to the Manager, Customer Support, our team is adding an Enterprise Application Specialist to the team. This is an exciting opportunity to apply your technical knowledge and customer service skills to deliver business-to-business application support to Dayforce Enterprise clients across North America. As a key contributor on the team, you will support our most strategic and largest accounts, collaborating with Development, Product, QA, and Services teams to champion client priorities and drive incidents to closure. You will triage, test, and verify solutions while managing customer relationships and delivering world-class client-focused support. Taking a project management approach, you will work to meet tight deadlines, work extensively on product performance related issues, and provide recommendations keeping the broader client impact in mind.

This position is virtual/remote and can be located anywhere in PST/the West Coast.

Who you are You are a customer service focused professional with an analytical mindset and exceptional technical skills. You are highly skilled at navigating customer needs and demands, managing conflict, and delivering thoroughly tested resolutions. You are currently providing customer support in technology to enterprise clients, and you want to join a scaling, global company where you can shine as an individual contributor and subject matter expert.
What's in it for you Leadership. A team that is approachable and listens to feedback. You will be a critical part of our people-first mission, making a measurable difference to our success and that of our clients. You will have the autonomy to set standards, improve processes, and champion customer support. Customer success and satisfaction is paramount to our growth strategy.
Teamwork. Everyone treats each other like family. Our inclusive, supportive workplace culture fosters an environment of continuous learning and collaboration and a chance to blend in-office and remote working before and after the COVID-19 crisis.
Growth. Ceridian is a place you can grow your career, learn new skills, and commit to. We are a big company, and we are on an exponential trajectory as we expand globally. You will have an opportunity to expand your knowledge of our solutions, our customers, and our business, share your expertise internally and externally, and move up into more senior roles within the team.
Agility. No two days are the same here. With continuous innovation and iteration, dozens of new projects, and thousands of new users, you will be challenged to be creative and responsive.
Transparency. A drive for transparency and diligence guides us. You will make an impact carrying through on our commitment to clients and playing a critical role in our success and theirs.

As our new Enterprise Application Specialist, you will:

• Deliver outstanding customer service. You will enhance the client support experience, demonstrating a high level of client engagement, and developing strong relationships with key clients.
• Develop creative solutions. You will triage Dayforce issues with our Enterprise clients and provide an efficient and effective response and resolution to incidents. You will troubleshoot, reproduce, research, collaborate, design, test, and implement resolutions.
• Grow and share knowledge. You will increase your product and industry expertise, evolving into a subject matter expert on one or more Dayforce modules. You will become a trusted advisor to internal and external teams, share your experience and insights informally, and produce high-quality training materials.
• Be proactive - and reactive. You will monitor clients' setup/configurations to identify opportunities and consistently exceed client expectations as you provide proactive support.
• Assist with operational projects. You will contribute to the implementation and documentation of defects and resolutions, the optimization of internal processes and procedures, and the application of best practices. What you bring :
  • The education and experience. You have a diploma or degree in Computer Science, I.T., Engineering, or a related field and 2+ years of experience providing customer service and technology support in a fast-paced environment. Ideally, you have an interest in Human Capital Management.
  • The technical skills. You have exposure to change management protocols and are familiar with Microsoft Server Technology (e.g., Windows / SQL Server). You are proficient with SQL and an understanding of relational database systems in order to:
  • Support complex configurations and advanced troubleshooting.
  • Create and consider multiple permutations while testing proposed changes.
  • Conduct root cause analysis.
  • Perform tasks to complete retroactive changes caused by a variety of reasons.
  • The drive to solve challenges. You are naturally curious, and you thrive in a role that combines working autonomously with collaborating across teams with Development, Product, QA, and Services to triage issues and verify resolutions.
  • The customer service skills. You prioritize an exceptional customer experience. You know how to work closely with clients to understand their frustrations, keep conversations on-point, and effectively manage expectations, and you want to use new technologies to solve problems. You understand the nature of B2B support and are willing to work outside of standard business hours and be on-call one weekend every 2-3 months.
  • The bonus but not required skills. You have experience supporting HRMS, Payroll, or Workforce Management applications, or you have completed CPA Payroll Compliance Legislation and Payroll Fundamentals. Ceridian 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 provide our employees with comprehensive benefits for various life circumstances and needs,great opportunities for career development, and a balanced lifestyle to achieve personal and professional success.--
    We encourage all individuals to apply for positions that fit their passions.
    We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a @ceridian.com email directly from our organization.--

Keywords: Ceridian, Fountain Valley , Enterprise Application Specialist - Virtual, West Coast, Other , Fountain Valley, California