Lead Technical Support Engineer
vor 4 Wochen
Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all.
Our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers.
We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home.
Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs.
Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests.
What are you waiting for?
Learn more at #WeAreUKG
What You'll Do and Who You'll Work WithJoin us as a Lead Technical Support Engineer and you'll be at the forefront of our service offering to our customers across diverse sizes and industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.The Lead Technical Support Engineer's primary role is to deliver high quality, world class technical support on UKG Suite of products to a variety of end users.
As a member of the team, you will provide support to our SaaS customers by accepting, troubleshooting, and resolving cases for issues related to the infrastructure that delivers it.Your keen interest in information technology alongside your superior communication skills will provide you with the creative problem-solving skills you'll need to excel in this role.
Your Responsibilities• Develop in-depth product knowledge on UKG ProWFM and learn how to recognize and effectively troubleshoot the different focus areas of the application.• Research application questions by setting up scenarios and testing within the application.• Troubleshoot, analyze, and solve complex customer issues utilizing documentation, knowledge base, bug tracking system, and senior team members' expertise.• Replicate customer scenarios for configuration/environmental solutions and/or readying the issue for Engineering review.• Analyze customer configurations and think 'outside the box' to resolve and/or find an appropriate alternate solution.• Fully document all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines.• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications.• Provide weekend, public holiday cover, and after-hour service as needed to meet business requirements.
Qualifications• Experience in the software industry (WFM and/or HCM environments highly desirable) with significant related working experience in a Customer Support Center function, with at least 3 years of experience.• Intermediate level of competency within the following technologies:o An understanding of web technologies such as Java/XML, MS IIS, HTML.o Familiarity with Oracle or SQL relational database management systems and SQL scripting.o Java.o Microsoft Operating systems.o Networking technologies.o Experience with CRM solutions such as Salesforce.o Solid Operational statistical analytical ability using applications such as Excel.• The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision.• Experience in both small and large companies in a B2B environment is highly desirable.• Excellent communications and interpersonal skills are essential.• Track record of accomplishment and effectiveness within organizations.• Experience in working in 24x7 support operations and with teams across multiple locations is essential.• Ability to remain focused with a solid attention to detail.• Ability to translate business issues into appropriate outcomes.• Strong verbal and written English skills are essential.• Bachelor's degree or equivalent Technical/Application support experience.
Equal Opportunity EmployerUltimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email .
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