Technical Support Specialist

1 week ago

Fort Lauderdale, Florida, United States UKG (Ultimate Kronos Group) Full time
Job Title: Sr Technical Support Technician

At UKG, we're on a mission to inspire every organization to become a great place to work through our award-winning HR technology.

About the Role:

We're seeking a highly skilled and experienced Technical Support Technician to join our Global Support team. As a key member of our team, you'll be responsible for delivering exceptional customer support and resolving complex technical issues related to our Workforce Management product.

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 sessions, and CRM case management systems
  • 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
Requirements:
  • 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
Preferred Qualifications:
  • 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
What We Offer:

UKG is committed to providing a comprehensive benefits package, including a competitive salary, short-term and long-term incentives, and a range of wellness programs and tuition reimbursement. We're an equal opportunity employer and value diversity and inclusion in the workplace.

Apply now to join our team and be part of our mission to inspire every organization to become a great place to work

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