Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And 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 www.ukg.com/careers  #WeAreUKG 

Description

About Us:

UKG Help Desk Services removes the burden of specialized application support allowing organizations to concentrate on what matters most. In this role as a Product Support Representative, you will resolve user issues and questions with UKG Workforce Central and UKG Dimensions software, and hardware, as well as troubleshooting remote access and network connectivity related to the products by performing the following:

Duties and Responsibilities:
• Answer, evaluate, and prioritize service requests received via telephone, voicemail, and e-mail and ensure timely resolution/referral of user issues by documenting the impact to the user and assigning the appropriate priority and resolution goal
• Provide front line technical support for the UKG suite of applications by performing diagnostics and collecting information from end users
• Isolate performance issues to determine the cause of hardware malfunctions
• Resolve remote access, printing, and network connectivity issues to the UKG software
• Log and track calls using problem management database, and maintain history records and related problem resolution in knowledge management database for future reference
• Maintain accuracy of the Help Desk SharePoint repository
• Answer customer questions on the use of UKG applications where applicable to their business issues and objectives using documented procedures, available tools, and personal knowledge and skills
• Effectively negotiate product issues between customer, support, and engineering
• Collaborate with team members to resolve more complex issues and escalate long running calls to management in a timely fashion to maintain SLA compliance
• Analyze and evaluate incident reports for trends and make recommendations to reduce Help desk incident rate through customer training

• Once fully trained, the opportunity for schedule rotation may be offered, based on the needs of the organization. The schedule for this position is Monday – Friday, 8AM – 5PM EST.

Qualifications

About You:
Basic Qualifications:
•Minimum of 1+ years’ experience in a fast-paced customer service and/or technical support environment (Help Desk environment)
• Knowledge and understanding of computer system applications and databases
•Demonstrated dedication to customer service and experience managing customer relationships
•Experience working in an environment which requires effective time management and the ability to multitask/prioritize projects

Preferred Qualifications:
• Must be well organized, flexible, and able to manage many details in a sometimes-stressful environment simultaneously
• Adaptable self-starter that possesses the ability to quickly learn new processes
• Knowledge of retail or healthcare scheduling a plus
• Degree in Computer Science, Information Technology, or related field experience preferred

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.