Global Support Specialist

3 weeks ago

Toronto, Ontario, Canada PeopleToGo Full time
Job Title

Global Support Specialist

The Global Support Specialist will be responsible for providing top-notch application and technical support for the Workforce Management Suite of products in large and complex organizations. This includes troubleshooting application, network connectivity, and performance-related issues at Level 2. The role involves championing the support of the core product and working closely with clients to ensure their needs are met.

Responsibilities

  • Support existing legacy clients and new Workforce Management product lines.
  • Develop a close working relationship with client Level 1 support and ensure that issues are assessed and logged in the company's Service Management System accurately.
  • Provide regular updates to clients on the status of open cases and diagnose and treat issues according to Service Level Agreements and business prioritization factors.
  • Advise and provide problem diagnosis on client implementations from a technical perspective.
  • Proactively uncover potential problems in client environments before issues arise.
  • Use best judgment to immediately resolve issues, completely diagnose and document them before escalating to Tier 3 or generating an escalation to the core Development team or Product Management.
  • Continue to maintain ownership of issues and drive them to resolution on behalf of clients.
  • Needs assessment, including analysis and documentation of time & attendance, payroll, and scheduling rules.
  • Define, analyze, and implement special customer requirements, including design and programming of customized system enhancements based on user-defined criteria.
  • Participate in the implementation of the Workforce Management Suite of products.
  • Participate in the "best practices" programming and parameter setup of the system to accommodate customer-driven time & attendance, payroll, and scheduling rules.

Profile

The ideal candidate will have excellent communication skills, J2EE programming experience, and a solid understanding of customer service and Service Level Management. They will be self-managed, able to monitor their caseload, and manage multiple issues simultaneously in a high-activity, fast-paced environment. A positive solution-oriented attitude, confidence in dealing with external clients and partners, and the ability to work independently in pressured situations are essential.

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 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.

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