Skip to content

Product Support Specialist

General information

Location:

Maitland - Florida - USA

Function:

Customer/Technical Support

Ref #:

20210021029

Description & Requirements

Description

Description:
UKG Help Desk Services removes the burden of specialized application support allowing organizations to concentrate on what matters most.
Once fully trained, the opportunity for schedule rotation may be offered, based on the needs of the organization. Second or third shift differential will be added to the base wage rate according to the shift scheduled, and could include some overnight shifts.

Summary:

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:

• 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
• This is a full-time position Monday-Friday 8am-5pm

Qualifications

• Bachelor's Degree in Computer Science or Information Technology
• Strong customer service skills
• Knowledge and understanding of computer system applications and databases
• Excellent oral and written communication skills. 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

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.

Apply