General Information
Ref #:
20230032496
Travel Amount Required:
Up to 25%
Job Type:
Regular-Full Time
Location:
Bracknell - Bracknell Forest - United Kingdom
Description & Qualifications
Description
Due to growth in our team, we are seeking a Senior Product Support Specialist.Our Engineers delivers a comprehensive, high-quality support to end users on Kronos Workforce Timekeeper, Dimensions and HCM products utilising outstanding customer service skills and techniques that promote customer satisfaction. Working on various levels of complexity issues from usability to infrastructure and network diagnostics, this position benefits from experience of working in a SaaS or cloud hosted environment as well as working closely with third line or engineering support.
Responsibilities
• Develop and maintain an in-depth product knowledge on Kronos Workforce Central and Workforce Dimensions related products and modules
• Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
• Resolve escalated issues from Tier 1 Support and the ability to research problems independently and identify root cause of issues using problem solving skills
• Timely, accurate, and complete responses to inquiries and full documentation of issues in Salesforce ticket system. Consistently and effectively communicating with management to make sure issues are escalated and resolved
• Effectively communicate product issues to the customer & Kronos engineering enabling timely solution while maintaining customer satisfaction. Document complex customer issues through Knowledge Base
• Replicating customer scenarios for configuration /environmental solutions and /or readying the issue for engineering review
• Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution
• Log product deficiencies in JIRA and work with engineering to pursue acceptable resolutions
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications
• Work directly with the Kronos Cloud teams on infrastructure and performance related issues
• Provide coverage for standard and late shift patterns (late shift 11:30 – 20:00) and weekend coverage on an ongoing rotational basis
Qualifications
The role will require the Product Support Specialist to assist customer with the use and usability of our application. They will need to troubleshoot and resolve issues while providing exceptional service.• Experience in a Support, Consultancy or similar service role within Time & Attendance, Payroll and/or Human Resources solutions
• Working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms
• Excellent analytical and problem-solving skills.
• Exceptional organizational, time-management and planning skills with a strong attention to detail needed
• Excellent written, oral communication, listening and telephone skills
• Bachelor’s degree or equivalent in Computer Science or related field with 3 plus years experience in enterprise software\application support
• Knowledge of SQL scripting and database experience with MS SQL and Oracle platforms
• Experience with any of the following technologies is a plus but not required; Dynatrace, BIRT report development, Splunk log management, WireShark, Fiddler
• Experience in providing European language support would be an advantage
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Company Overview
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
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 Know Your Rights 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.