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Technical Support Specialist
2 months ago
We are seeking a highly skilled Technical Support Technician to join our team at UKG (Ultimate Kronos Group). As a Technical Support Technician, you will provide world-class service and subject matter expertise to our internal and external customers, supporting our comprehensive UKG Pro products and providing in-depth analysis and timely resolutions/workarounds for client issues.
Key Responsibilities- Participate in Collaborative Support Model
- Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response
- Determine root cause analysis, identify trends, and make recommendations to resolve problems and improve internal processes
- Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to internal support specialists
- Conduct and/or participate in client conference calls to address service issues, research, and resolve higher complexity issues
- Build and maintain strong relationships with the Product team
- Assist with identifying and facilitating internal training, along with mentoring others within the team
- Participation in on-call rotations is required to provide occasional after-hours support
- Minimum of 1+ year of hands-on experience with UKG Pro Human Capital Management system
- Knowledge of SQL
- Preferred Qualifications: Fundamental Payroll Certification (FPC), Certified Payroll Professional (CPP), Understanding of Salesforce, Experience with the Expression builder, Bachelor's Degree or equivalent work experience
UKG is proud to offer a comprehensive benefits package, including competitive pay, short-term and long-term incentives, and a range of wellness programs. We are an equal opportunity employer and are committed to maintaining a diverse and inclusive work environment.
