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Manager, Product Support

General information

Location:

Lowell - Massachusetts - USA

Ref #:

20210021474

Description & Requirements

Description

Manager of a technical customer support team chartered to provide support services to UKG’s customer base. Oversee a support team that provides expert level technical support for our Workforce Management application in a fast paced, high volume environment. Manage team and dynamics of the daily operation while providing coaching and leadership to ensure customer and employee satisfaction.

This person will:
- Manage a technical team of 10 or more support engineers chartered to provide support services to UKG's customer base.
- Oversee a support team that provides expert level of support for the application in a fast paced, high volume environment.
- Manage dynamics of the daily operations by adjusting staffing schedules, managing projects, coaching & training to ensure customer and employee satisfaction.
- Strong focus on employee engagement and delivering regular feedback and coaching to your team to accomplish the following: Provide high level customer satisfaction to UKG customers. Keen interest and awareness to detail when responding to customer support issues. Ensure future customer satisfaction by instilling confidence in UKG's Corporate Service organization by keeping commitments, providing timely follow-up, and giving accurate and concise assistance.
- Manage and facilitate satisfactory resolutions to customer's support issues by identifying escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Offer and implement creative solutions within technical support. Interface effectively with Support leadership and other departments to provide total customer satisfaction.
- Manage daily operations including action plans and manage to key technical support metric targets. Forecast staffing resource requirements based on volume and daily dynamics.
- Ability to measure Support Engineer productivity by monitoring work in progress and backlog. Identify and resolve personnel issues constructively and quickly. Prepare and present performance reviews for assigned Support Engineers.
- Prepare and implement enhancements within technical support that align with company philosophies and direction. Develop and execute programs targeted at maintaining a highly motivated, productive and efficient workforce.
- Participate in interviews and hiring processes.

Qualifications

- Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
- Demonstrable dedication to customer service.
- Professional communication skills, both written and verbal.
- Exhibit leadership qualities and earn the respect this empowered position requires.
- Ability to multi-task and prioritize projects, time manage, and practice detail oriented organizational skills.
- Experience preparing and writing demonstrations, proposals, policies, procedures, job descriptions, and schedules.
- Work well in a team environment as an equal contributor, while promoting customer goodwill through a positive attitude, strong performance, and presenting as a leader.
- 2– 4+ years support team management or supervisory experience

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate 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 considerations 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. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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