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Global Support Specialist

2 months ago

Toronto, Ontario, Canada PeopleToGo Full time
About the Role

We are seeking a highly skilled Global Support Specialist to join our team at PeopleToGo. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients, ensuring their Workforce Management Suite of products is running smoothly and efficiently.

Key Responsibilities
  • Provide Level 2 technical support for our Workforce Management Suite of products, troubleshooting application, network connectivity, and performance-related issues.
  • Champion the support of our core product, ensuring clients receive timely and effective support.
  • Develop close working relationships with client Level 1 support teams, ensuring issues are assessed and logged accurately in our Service Management System.
  • Regularly update clients on the status of open cases, ensuring diagnosis and treatment are performed according to Service Level Agreements and business prioritization factors.
  • Advise and provide problem diagnosis on client implementations from a technical perspective, proactively uncovering potential problems before they arise.
  • Use best judgment to immediately resolve issues, documenting and escalating as necessary to Tier 3 or the core Development team.
  • Continuously maintain ownership of escalated issues, driving them to resolution on behalf of the client.
  • Needs assessment, analysis, and documentation of time & attendance, payroll, and scheduling rules, as well as identification and implementation of system and custom solutions.
  • Define, analyze, and implement special customer requirements, including design and programming of customized system enhancements.
  • Participate in the implementation of our Workforce Management Suite of products, ensuring seamless integration and optimal performance.
Requirements
  • Excellent communication skills (written and verbal), with French considered an asset.
  • J2EE programming experience of an intermediate level at a minimum.
  • Understanding of customer service and Service Level Management.
  • Self-managed, able to monitor own caseload.
  • Ability to manage multiple issues simultaneously within a high-activity, fast-paced, and evolving environment.
  • A positive solution-oriented attitude.
  • Confidence in dealing with external clients and partner situations.
  • Independently responsible and able to work in pressured situations as part of a team.
  • Quick learner, adaptable, professional, and diligent.
Preferred Qualifications
  • 2-3 years of customer service (client-facing) support experience.
  • 2-5 years of technical application support experience.
  • 2-5 years of business analysis/troubleshooting experience.
  • Superior technical knowledge and experience with MS SQL server and Oracle, along with Windows NT, 2000, and 2003/5 application support.
  • Experience with Delphi programming.
  • Intermediate or senior-level programming experience to J2EE standards.
  • Solid technical understanding of web-based technologies such as J2EE, XML, BEA WebLogic, IBM Websphere, and Linux.
  • Experience with enterprise-wide HRIS, payroll, and/or Time & Attendance systems (ADP, PeopleSoft, SAP, Oracle, Ceridian, etc.).
  • Knowledge of Human Resource and Payroll Administration policies, guidelines, and workflow for mid-sized and large organizations.
  • Outstanding analysis skills to quickly understand client business issues and define the optimal solution to leverage product capabilities.