Customer Support Specialist

4 weeks ago

Toronto, Ontario, Canada PeopleToGo Full time
Job Description

We are seeking a highly skilled Customer Support Specialist to join our team at PeopleToGo. This role is ideal for individuals with a passion for delivering exceptional customer service and technical support.

About the Role:

  • Provide expert-level technical support to clients utilizing our Workforce Management Suite of products.
  • Troubleshoot complex application, network connectivity, and performance-related issues.
  • Champion the support of our core product and ensure timely resolution of client issues.
  • Collaborate with Level 1 support teams to ensure accurate issue assessment and logging in our Service Management System.
  • Regularly update clients on the status of open cases and diagnose issues according to Service Level Agreements and business prioritization factors.

Responsibilities:

  • Advise and provide problem diagnosis on client implementations from a technical standpoint.
  • Proactively identify potential problems in client environments before they arise.
  • Immediately resolve issues using best judgment, document findings, and escalate to Tier 3 or the core Development team as needed.
  • Maintain ownership of escalated issues and drive them to resolution on behalf of the client.
  • Conduct needs assessments, analyzing time & attendance, payroll, and scheduling rules, and implementing system and custom solutions accordingly.
  • Define, analyze, and implement special customer requirements, including designing and programming customized system enhancements based on user-defined criteria.
  • Participate in the implementation of our Workforce Management Suite of products.
  • Validate and test logic for time & attendance, payroll, and scheduling rules.

Requirements:

  • 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, Oracle, 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 optimal solutions to leverage product capabilities.

Benefits:

  • A competitive salary range of $80,000 - $110,000 per annum, depending on experience.
  • A comprehensive benefits package, including medical, dental, and vision coverage.
  • A generous paid time off policy, including vacation days, sick leave, and holidays.
  • Ongoing training and professional development opportunities to enhance your skills and career growth.

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