HRIS Product Support Advisor

Found in: Talent CA C2 - 2 weeks ago

Montreal, Canada CGI Full time

Position Description:

CGI - Payroll Service Center (PSC) offers all-in-one cloud-based solutions that simplify payroll and human capital management. We pride ourselves on our privileged relationships with our customers, and our customer satisfaction rate is very high.
Every day, our members help hundreds of customers in a wide range of industries with their employee payroll. In this role, you will contribute to the success of local businesses as part of a dynamic team, with over professionals and 60, customers
We're looking for a reliable and motivated individual. Are you ready to make a difference?
We're ready for you:
- Keep learning: we offer comprehensive, ongoing paid payroll training in Canada,
- Work-life balance: a flexible weekday schedule,
- Work environment recognized as one of the best in Canada (Best Places to Work certification),
- Employee assistance program, health and wellness programs, comprehensive insurance coverage, financial assistance for job-related studies,
- Career development supported by a professional development plan,
- Access to a stock purchase plan, profit-sharing plan from day one,
- Benefits that adapt to your needs: flexible insurance plan, tele-medicine, and much more

Your future duties and responsibilities:

We're looking for a skilled, customer-focused GCH Customer Support Advisor to join our dedicated product team. The GCH Customer Support Advisor will be responsible for providing comprehensive technical support and assistance to customers. This role requires strong technical expertise, excellent communication skills and a passion for delivering exceptional customer service. Here are your typical responsibilities for a day's work:

- Customer Support: Serve as the primary point of contact for customers seeking assistance with our GCH software products, responding quickly to inquiries and resolving issues in a timely manner,
- Problem solving: Diagnose and resolve technical issues reported by customers, leveraging in-depth knowledge of our GCH functionality, configuration and integration points,
- Product expertise: Develop an in-depth understanding of our HCM, including features, functionality and best practices, to provide accurate and effective support to customers,

- Problem resolution: Investigate and analyze reported problems, working closely with customers to understand their needs, identify root causes and implement appropriate solutions or workarounds,

- Documentation: Maintain detailed records of customer interactions, including support tickets, resolutions and recommendations, ensuring thorough documentation of all support activities,
- Training: Provide training and guidance to customers on the use of our HCM, including new features, functionality and upgrades, to improve their proficiency and maximize their use of the products,

- Escalation Management: Collaborate with internal teams, including development, product management and implementation teams, to escalate and resolve complex issues, ensuring timely resolution and customer satisfaction.

Required qualifications to be successful in this role:

- University degree in human resources, industrial relations, administration, or related field, or other combination of relevant education and experience,
- Minimum 2 to 3 years experience in a technical support or customer service role, preferably in an HR or technology department,
- Knowledge and experience with HRIS for SMEs,
- Ability to communicate and popularize HRIS functional concepts,
- Excellent command of French and English, both verbal and written,
- Proven ability to prioritize and effectively manage multiple tasks, deadlines and customer requests in a fast-paced environment,
- Ability to work under pressure and meet deadlines,
- Customer-focused mentality with a passion for delivering exceptional service and building positive customer relationships,
- Attentive to detail with a commitment to accuracy and completeness in all aspects of work.

#LI-LG1

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

Adv HRM - Payroll Client Management Leadership Solution Analysis

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