Job Description

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.
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

Skills Required