Job description

Position Summary
The Help Desk Technician is a fully remote position that is responsible for delivering business-to-business application support to Lifework’s customers using the Ceridian Dayforce Human Capital Management (HCM) solution. You will work directly with customers as well as collaborate with your team members and other internal teams to champion customer priorities and drive incidents to closure. The Help Desk Technician will combine excellent technical and functional problem-solving skills to deliver high quality, customer-focused support.

The Ideal Candidate
The ideal candidate is a customer service-focused professional with an analytical mindset and exceptional technical skills that thrives in a highly collaborative and fast-paced environment. This candidate is highly skilled at navigating customer needs and demands, managing conflict, and delivering thoroughly tested resolutions. Other personal skills we are looking for include:

• Experience working remotely
• Strong problem-solving skills
• Customer focused.
• Self-motivation and ability to work independently.
• Excellent written and verbal communication skills.
• Proven ability to collaborate with customers to define issue and plan of action with flexibility.
• Must be detail-oriented while effectively able to manage simultaneous tasks.
• Exceptional people skills with demonstrated ability to work with both a technical and functional audience

Responsibilities:

• Apply technical knowledge, skills and expertise to provide support service to clients.
• Provides rapid response and effective resolution to incidents
• Maintains the highest level of customer satisfaction by providing proactive support and consistently exceeding client expectations
• Delivers outstanding customer service. You will enhance the client support experience, by demonstrating a high level of client engagement, and developing strong relationships with key clients.
• Achieve delivery of core/customized solutions in accordance with agreed schedules, procedures and standards
• Accurate recording of time, effort and schedule related activities via trackers
• Uses systems proficiently to document actions taken in a concise and timely manner.
• Provide good communication skills to achieve excellent customer service
• Provide support via email, Zoom, and phone to clients on product
• Take ownership and do follow up on projects/tasks assigned
• Use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Provides systematic review of all open tickets, resolution, follow up and escalations required.
• Meet business SLAs (Resolution and response time)
• May give recommendations for process improvements
• Develop solid product expertise through provided training, self-led learning activities, and use of the system.
• Seek and respond to development feedback

Qualifications

Education:

• College education or technical school background.

Required experience:

• Entry level accepted, ideally 2 years of technical support experience.
• Knowledge of HR and Payroll is preferred
• Knowledge of HCM tools is a plus
• Demonstrated customer service experience.

Technical skills / abilities:

• Proficiency with Microsoft Office Suite.

Preferred:

• Good understanding of HCMS/HRI
• Configuration experience in Personnel Administration, Organizational Management and Payroll
• In-depth knowledge of HR reporting tools and techniques

Remote Work Requirements

• Position is approximately 95% remote with some in person time required for meetings and training.
• Candidates residing within NYS is preferred for in person requirements. Candidates must be available to work 9:00am – 5:00pm (EST)
• Interested candidates should ensure that they have an available remote worksite. This should be a quiet and safe environment suitable for work purposes (e.g., for maintaining the security and confidentiality of company property and proprietary information). The worksite must have reliable internet access and cell phone access.

Quick links

• www.lifeworksllc.net

Benefits – Intandem Contact us for more Information

An equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or protected veteran status, and will not be discriminated against on the basis of disability.

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