Position Purpose: The Technical Support Analyst serves as the primary point of contact for incoming support issues. They will promptly resolve technical incidents and escalations, ensuring effective communication with both internal and external stakeholders. The Analyst will also perform internal classification of support requests, documenting problem types and preventative actions for future analysis. Job Functions/Primary Responsibilities: - Monitor and triage our multi-channel support queue to maintain or exceed Service Level Objectives (SLOs). - Provide empathetic and understanding support, addressing customer issues promptly and effectively. - Accurately record, classify, and provide initial support for all reported requests or incidents, adhering to standard operating procedures. - Conduct research and troubleshooting to provide first-contact resolution whenever possible. - Escalate unresolved incidents to appropriate resolution groups. - Track the status and progress of all open incidents and requests. - Ensure a positive user experience throughout all customer interactions. - Provide clear and concise answers to customers, guiding them through corrective steps. - Confirm incident or service request resolution and closure. - Follow up with customers to provide updates on open issues. Job Requirements/Desired Skills and Experience: - 1-3 years of experience in customer support and technical support roles. - Associate degree or equivalent work experience. - Exceptional customer relations skills and a dedication to providing excellent customer service. - Ability to work with non-technical customers to gather requirements and translate them into technical specifications. - Strong oral and written communication skills. - Ability to see issues through to resolution. - Proven analytical and troubleshooting skills with proficiency in problem-solving and root cause analysis. - Teaching or educational experience is preferred. - Experience with educational e-learning software is preferred. ABOUT BENCHMARK EDUCATION COMPANY Benchmark Education Company (BEC) is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, with valid and reliable digital assessments that inform instruction. BEC is also a provider of exceptional professional development to educators. BEC is recognized as a responsive publisher that offers equally rigorous and engaging digital, print, and hybrid learning materials grounded in the Science of Reading research. BEC monitors research outcomes carefully to create effective foundational resources that include strong decoding materials with systematic and explicit instruction and high-quality resources focused on language development and comprehension. BEC’s content-rich and authentic texts offer instruction in close reading and analysis, multiple perspectives, and authentic literature while building world knowledge and reflecting the individuality of every student in each diverse classroom. Family owned and operated for more than 25 years, BEC is committed to partnering with educators to provide the best for all students through resources of exceptional quality, world-class professional learning, and effective and dedicated customer support. Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.   For further information, visit us at: https://www.benchmarkeducation.com

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners. • Triage and convert incoming requests to determine priority, clinical risk, and required resolution path. • Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups. • Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates. • Maintain a high standard of customer service (empathy, clarity, accountability, follow-through). • Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets. • Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications. • Edit learning curriculums and send out training invites. • Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution. • Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests. • Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action. • Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally. About the opportunity The GCO Operations organization empowers Dayforce’s customer-facing teams with the insights, tools, and processes they need to scale successfully. We combine strategic thinking with operational execution to ensure the GCO runs efficiently, delivers consistent customer value, and achieves its financial objectives. As a GCO Operations Manager, you lead a team responsible for delivering operational support, forecasting, analytics, and strategic insight to GCO leaders. You will manage multiple workstreams spanning process improvement, forecasting, and data analysis. The role demands both leadership and hands-on contribution — driving structure, building alignment, and enabling your team to deliver high-impact work that supports GCO’s global objectives. Skills and experience we value - Lead and develop a team of analysts, setting priorities and fostering continuous learning. - Oversee design, build, and maintain dashboards and scorecards that monitor key performance indicators (KPIs). - Own and evolve forecasting processes and performance measurement approach, ensuring clarity, consistency, and trust in core metrics across the organization. - Partner closely with GCO senior leadership to understand business goals, identify operational needs, and design scalable solutions. - Drive the execution of key operational initiatives across forecasting, reporting, and business process optimization. - Ensure reporting, dashboards, and forecasting operational models are accurate, timely, and business-relevant. - Partner closely with Finance and FP&A to align forecasting, performance tracking, and long-term planning - Guide the development and maintenance of KPIs and playbooks that standardize performance management. - Provide executive-ready analysis and insights, turning complex data into clear, actionable recommendations. - Maintain high standards for analytical rigor, data quality, and storytelling while empowering teams to operate autonomously and close to execution - Build a strong leadership bench and a culture focused on impact, clarity, and outcomes Skills and experience we value - Bachelor’s degree in business or related field. - 3-5+ years of experience in operations, strategy, or financial management roles, including 2+ years of people management. - Proven ability to lead teams, manage stakeholders, and deliver measurable business outcomes. - Excellent analytical, problem-solving, and communication skills. - Advanced proficiency with Power BI, Excel, and other analytics tools. - Understanding of SaaS business models, customer success metrics, and operational KPIs. - Ability to balance strategic priorities with tactical execution in a dynamic, fast-paced environment. - Experience setting standards for analytical rigor, data quality, and consistency, and holding teams accountable to them. - Demonstrated ability to translate complex analyses into clear, decision-ready narratives for executive audiences What’s in it for you Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We encourage individuals to apply based on their passions. Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits. With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself. About the Salary Ranges Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization. Fraudulent Recruiting Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process #LI-Remote

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally. About the opportunity The GCO Operations organization empowers Dayforce’s customer-facing teams with the insights, tools, and processes they need to scale successfully. We combine strategic thinking with operational execution to ensure the GCO runs efficiently, delivers consistent customer value, and achieves its financial objectives. As a GCO Operations Manager, you lead a team responsible for delivering operational support, forecasting, analytics, and strategic insight to GCO leaders. You will manage multiple workstreams spanning process improvement, forecasting, and data analysis. The role demands both leadership and hands-on contribution — driving structure, building alignment, and enabling your team to deliver high-impact work that supports GCO’s global objectives. Skills and experience we value - Lead and develop a team of analysts, setting priorities and fostering continuous learning. - Oversee design, build, and maintain dashboards and scorecards that monitor key performance indicators (KPIs). - Own and evolve forecasting processes and performance measurement approach, ensuring clarity, consistency, and trust in core metrics across the organization. - Partner closely with GCO senior leadership to understand business goals, identify operational needs, and design scalable solutions. - Drive the execution of key operational initiatives across forecasting, reporting, and business process optimization. - Ensure reporting, dashboards, and forecasting operational models are accurate, timely, and business-relevant. - Partner closely with Finance and FP&A to align forecasting, performance tracking, and long-term planning - Guide the development and maintenance of KPIs and playbooks that standardize performance management. - Provide executive-ready analysis and insights, turning complex data into clear, actionable recommendations. - Maintain high standards for analytical rigor, data quality, and storytelling while empowering teams to operate autonomously and close to execution - Build a strong leadership bench and a culture focused on impact, clarity, and outcomes Skills and experience we value - Bachelor’s degree in business or related field. - 3-5+ years of experience in operations, strategy, or financial management roles, including 2+ years of people management. - Proven ability to lead teams, manage stakeholders, and deliver measurable business outcomes. - Excellent analytical, problem-solving, and communication skills. - Advanced proficiency with Power BI, Excel, and other analytics tools. - Understanding of SaaS business models, customer success metrics, and operational KPIs. - Ability to balance strategic priorities with tactical execution in a dynamic, fast-paced environment. - Experience setting standards for analytical rigor, data quality, and consistency, and holding teams accountable to them. - Demonstrated ability to translate complex analyses into clear, decision-ready narratives for executive audiences What’s in it for you Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We encourage individuals to apply based on their passions. Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits. With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself. About the Salary Ranges Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization. Fraudulent Recruiting Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process #LI-Remote