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Technical Support Engineer

General information

Location:

Lowell - Massachusetts - USA

Function:

Customer/Technical Support

Ref #:

20210017802

Description & Requirements

Description

Description
In this Technical Support Engineer role you will delivers comprehensive high quality technical support on UKG Workforce Central software to UKG’ internal and external customer base. As a member of the team you are expected to develop your product knowledge through training, testing, working with peers and experience with customer issue.

Responsibilities:
•Develop in-depth product knowledge of UKG Workforce Products
•Utilize your technical ability to prioritize support issues and respond appropriately to multiple critical situations
•Manage difficult customer issues effectively and professionally, seeking help from management, as appropriate
•Trouble shoot, analyze and solve complex customer issues utilizing documentation, knowledge base, bug tracking system and support staff
•Replicating customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
•Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications.
•Recreating, tracking and verifying product deficiencies in UKG bug tracking system and work with engineering to pursue acceptable resolutions
•Mentor, train and educate engineers on technical subject matter and problem solving skills

Qualifications

Qualifications
•Bachelor’s degree or equivalent in Computer Science or related field with 5 plus years experience in customer support working with client/server and/or Web Based technologies
•Working knowledge of PC's, operating systems, web technologies and demonstrated ability to troubleshoot complex technical problems
•Strong knowledge of SQL scripting and database experience with MS SQL and Oracle platforms
•Highly motivated with excellent written & oral skills; capable of producing comprehensive clear documentation
•Demonstrated ability to be creative, flexible and work independently
•Strong customer focus including satisfying internal and external customer demands and needs in a timely manner
•Knowledge of Technical writing processes a plus
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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

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos 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 KronosCareers@kronos.com or please call 1 (978) 250 9800.

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