About the opportunity

 

As an Application Support Analyst, you’ll be part of our Customer Support team, helping Dayforce customers get the most out of our solutions. Reporting to the Support Manager, you’ll combine technical problem-solving, product knowledge, and a customer-first mindset to investigate issues and drive them through to resolution.

 

• Work directly with customers and collaborate with internal teams to understand, troubleshoot, and resolve application-related incidents.
• Build your technical and functional knowledge of Dayforce through hands-on experience, training, and mentoring.
• Develop a strong understanding of customer needs and priorities while working in a fast-paced, collaborative B2B support environment.
• Grow your expertise in Human Capital Management (HCM) technology while contributing to a consistently strong customer experience.

 

What you'll actually be doing

• Investigate and resolve customer incidents, providing timely and effective support while meeting established response and resolution SLAs.
• Own customer issues through to resolution, proactively communicating updates, managing expectations, and handling escalations when required.
• Troubleshoot application issues using your technical, analytical, and functional knowledge, collaborating with other Dayforce teams where needed.
• Maintain clear and accurate records of customer interactions, troubleshooting steps, and resolutions within our CRM systems.
• Build strong product expertise, identify recurring issues, and recommend opportunities to improve our support processes and customer experience.

 

Skills and experiences we value

• A  Degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum 1 Year experience on Dayforce Platform (Benefits/Managed Services/Payroll Modules)
• Bilingual, with strong written and verbal communication skills in both English and French.
• Strong analytical and problem-solving skills, with an interest in investigating technical issues and finding practical solutions.
• Customer-focused mindset with strong communication skills and the ability to understand customer needs, manage expectations, and navigate challenging conversations professionally.
• An understanding of customer support within a technology environment; exposure to B2B support, CRM systems, application support, or SaaS environments would be valuable.
• Comfortable working collaboratively in a fast-paced environment while taking ownership of your work and continuously developing your technical and product knowledge.

 

Working hours: Mid Shift — 11:30–20:30