Technical Support Specialist
6 days ago
UKG is seeking a highly skilled Technical Support Specialist to join our Global Support team. As a Technical Support Specialist, you will be responsible for delivering exceptional technical support to our customers, providing solutions to complex technical issues, and serving as a subject matter expert in Time Keeping.
Key Responsibilities- Troubleshoot and resolve customer questions and issues within the Workforce Management platform
- Provide top-notch support to our customer base using various platforms, including phone, email, remote session, and CRM case management system
- Serve as a subject matter expert in Time Keeping and utilize technical skills and knowledge to remediate complex issues
- Effectively and efficiently resolve customer cases in a case production environment
- Engage in escalated customer circumstances and drive to resolution
- Coach, mentor, and positively influence peers
- Assist with product enablement
- Adhere to and model standard operating procedures and policies, including case and customer experience best practices
- Participate in on-call rotations to provide occasional after-hours support
- 5+ years of experience utilizing and/or supporting Human Capital Management (HCM) timekeeping software
- 3+ years of experience in a customer support environment
- Proven track record of problem-solving complex technical issues
- Demonstrated ability to coach and mentor external and internal customers
- Thrives working in a highly collaborative and fast-paced team environment
- Strong verbal and written communication skills with demonstrated ability to communicate effectively
- 3+ years of experience working with UKG Pro suite of products, with Workforce Management experience as a plus
- Experience with integrations between timekeeping and payroll systems
- Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC), Professional in Human Resources (PHR) or equivalent certification
- Knowledge of support tools, such as Salesforce, RingCentral, and remote access tools
- Experience managing a ticketing queue
- Data analytics experience
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