sr Application specialistCeridian Dayforce Singapore Pte. Ltd

The Application Specialist Senior is responsible for ensuring smooth daily operations by monitoring the queue and ensuring case flow/assignment is efficient and effective. Sr Application Specialist Ceridian National Capital Region, Philippines About the Position: The Application Specialist Senior is responsible for ensuring smooth daily operations by monitoring the queue and ensuring case flow/assignment is efficient and effective.The role will be in charge of reviewing cases and route them accordingly based on criticality and area of support.This means he/she will be working closely with colleagues at all levels as well as collaborating with different departments to facilitate top notch client-focused support at all times. Responsibilities: Closely monitor the queue and take appropriate action to ensure cases are attended to on a regular basis.Watch out for: Sev 1s and Sev2s Escalations French Cases Managed Cases Inventory management - Manage the ageing cases by ensuring all are constantly updated with the latest action and troubleshooting steps carried out by the analysts and follow through on the communication between support and the client Perform First Response on High Severity cases to meet SLA compliance Update fields in the cases to ensure accuracy of information such as Priority, Area, Category etc. Ensure proper handling of cases for White Glove clients and any other cases that require special handling as agreed. Follow the Sun (FTS) - Review all cases that are handed over via the FTS process. Help with defect validation ensuring accuracy and high quality of defect documentation Collaborate with other support groups or departments as needed such as the Advanced Support Team, Product Team, VAS, SDMs, CREs, etc. Quality - work with managers and analysts to address quality issues on cases Phone Queue - work with managers to monitor the queues and ensure appropriate staffing Provide Support to analysts Assist analysts who require assistance on (complex) cases and guide them to resolution Coach analysts on inventory management Monitor closures with the analyst and identify patterns and challenges Work with managers to identify training opportunities of the team Qualifications: Excellent Communication, organizational and problem-solving skills Bachelor's Degree in Computer Science/Engineering or relevant software/computer related fields Typically, 3+ years of technical support experience in a fast-paced challenging environment Demonstrated ability to work with cross functional teams What would make you stand out: Experience supporting HRMS, Payroll or Workforce Management applications Experience handling teams *Ability to work flexible hours and a willingness to work on-call if required. Must be able to work EST hours. *Hybrid work set-up.While mostly virtual, be able to come to office as needed.
Monster

Metro Manila
Permanent
Full-time