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Senior Technical Support Engineer - Mandarin language skills mandatory

General information

Location:

Kew/Melbourne - Victoria - Australia, Sydney - New South Wales - Australia

Function:

Customer/Technical Support

Ref #:

20210021675

Description & Requirements

Description

• This role will be required to work SE-ASIA time zones from our Macquarie Park office
• Providing specialised technical support from a remote location either by telephone or email.
• Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.
• Provide ongoing application configuration, interface, and other application technical tasks for existing Kronos Workforce Central and Workforce Dimensions customers.
• Act as the primary support point for the assigned customer issue.
• Identify root causes for reported customer issues and develop appropriate solutions to minimize customer down time and impact on customer’s business.
• Assist other Support Engineers with customer technical issues as needed.
• Identifying more complex technical issues for escalation to Product Support Management.
• Ensuring appropriate communications to all stakeholders on progress of issues or escalations.
• Negotiating timeframes for solutions implementation with clients and updating clients on progress during problem resolution.
• Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume.
• Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
• Attending relevant product and skill courses.
• Establish customer satisfaction through meeting or exceeding customer SLA expectations.
• Provide standby, public holidays cover and after hours service as needed to meet business requirements.

Qualifications

• Mandarin language skills (verbal & written) is mandatory
• Minimum 4-6 years of technical support experience working with Web technologies and Tier 3 application technologies, as well as support related experience, displaying a working knowledge of SQL and JAVA related technologies and other code related technologies
• Networking & TCP/IP experience
• Advanced problem analysis and problem solving skills
• Relevant tertiary degree or equivalent experience
• Sound knowledge of Kronos products.
• Strong customer service orientation.
• Excellent work quality and quantity.
• Excellent communication skills.
• Ability to make decisions which best fit customer.
• Customer feedback and reference ability.
• Internal contacts feedback.
• Dependability and reliability.

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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