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Technical Product Support

General Information

Ref #:

20220023984

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Alpharetta - Georgia - USA, Atlanta - Georgia - USA, USA - USA - Remote

Description & Qualifications

Description

The Technical Account Manager is responsible for providing technical support and account management to UKG customers utilizing UKG Banking Solutions applications. As the Technical Account Manager, you will work with the installed customer base to ensure continued success and adoption with the applications while maintaining expert level knowledge of all solutions. You will demonstrate an ability to troubleshoot issues, answer complex configuration questions, and generally complete all tasks necessary to ensure the highest levels of satisfaction within the parameters of program and delivery standards. In addition, you will develop the client relationship by understanding their business needs and proactively identifying areas for improvement. You will use this customer knowledge to offer best practice resolutions and drive utilization of the UKG Banking Solutions for the life of the relationship.

Responsibilities may include but are not limited to the following:

• Provide day-to-day technical support and account management for customers on UKG Banking Solutions
• Facilitate the delivery and management of ongoing support services for both cloud-hosted and on-premise environments
• Utilize product knowledge and technical capabilities to provide optimum solutions to any/all customer issues and questions that may arise
• Analyze, research, troubleshoot and deliver resolutions for customers within the high availability model of the Kronos Private Cloud
• Provide the highest levels of customer satisfaction by delivering timely resolutions and executing customer-focused commitments
• Communicate effectively to both technical and non-technical individuals, at various levels, for both internal and external stakeholders
• Use all available tools to triage and resolve customer issues; such as phone, virtual, etc.
• Advocate for customer needs and requirements that may lead to product enhancements
• Interface successfully with other UKG cross functional teams and third-party solution providers
• Participate in testing and validating system fixes, service releases and enhancements
• Provide after-hours/weekend support services as needed

Qualifications

Required Qualifications:
• 2 plus years of related technical support experience
• Human Capital Management / Workforce Management software experience
• Working experience with staffing/scheduling applications
• Ability to work cross functionally with all levels of an organization; internal and external
• SaaS application support experience
• Experience working with SQL database management systems. SQL scripting knowledge a plus
• Excellent oral and written communication skills

Preferred Qualifications:
• Bachelor’s Degree; Business, Computer Science or related field/experience
• Experience with data analytics and advising customers based on the results of the analysis
• Working experience within a branch banking or credit union environment
• Broad knowledge of workforce management practices; financial services industry a plus
• Experience with Teller Core systems, HR/Payroll systems, CRM systems

Company 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.

Colorado Pay Law

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  Please send an email to UKGcareers@ukg.com 

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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