CGI – Payroll Services Centre (PSC) offers all-in-one cloud-based solution that simplifies Payroll and Human Capital Management. As part of a dynamic team, you will contribute to the success of local businesses! We are proud of our privileged relationships with clients, and their satisfaction rate is very high.
Every day, our members help hundreds of customers pay their employees in different industries. In this role, you will contribute to the success of local businesses within a dynamic team, with over 700 professionals and 62,000 customers!
We are looking for a reliable and motivated individual. Are you ready to play a key role?

We are ready for you:

• Never stop learning: we offer a complete, ongoing and paid training on Canadian payroll
• Never stop growing: Career Opportunities supported by a professional development plan
• Build true partnerships with your teammates, managers and clients.
• Enjoy our work environment recognized as one of the best in the country (Great Place to Work certified)
• As CGI members you will have access to our Share Purchase Plan and will join our Profit Participation Plan as of your first day with us
• We care for our members: Employee Assistance Program, Health and wellness program, Comprehensive Insurance coverage financial assistance for your job-related studies telemedicine, etc.
• Work-life balance: a flexible weekday schedule.

YOUR FUTURE DUTIES AND RESPONSIBILITIES

The opportunity that awaits you:
We are seeking a knowledgeable and customer-focused HCM Product Support Advisor to join our dedicated product team. The HCM Product Support Advisor will be responsible for providing comprehensive technical support and assistance to clients. This role requires strong technical expertise, excellent communication skills, and a passion for delivering outstanding customer service.

On a typical day, here are your responsibilities:

• Client Support: Serve as the primary point of contact for clients seeking assistance with our HCM software products, responding promptly to inquiries and resolving issues in a timely manner
• Problem Resolution: Diagnose and resolve technical issues reported by clients, leveraging in-depth knowledge of our HCM functionality, configuration, and integration points
• Product Expertise: Develop a deep understanding of our HCM, including features, functionalities, and best practices, to provide accurate and effective support to clients
• Issue Resolution: Investigate and analyze reported issues, working closely with clients to understand their requirements, identify root causes, and implement appropriate solutions or workarounds
• Documentation: Maintain detailed records of client interactions, including support tickets, resolutions, and recommendations, ensuring thorough documentation of all support activities
• Training: Provide training and guidance to clients on the use of our HCM, including new features, functionalities, and updates, to enhance 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 client satisfaction.

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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 intended for SMEs
• Ability to communicate and make HRIS functional concepts more understandable.
• Excellent communication skills in 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
• Attention to detail with a commitment to accuracy and completeness in all aspects of work.
• Ability to commute to client premises