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Technical Support Engineer

General information

Location:

Sydney - New South Wales - Australia

Function:

Customer/Technical Support

Ref #:

20210019889

Description & Requirements

Description

• Providing specialised technical support from a remote location either by telephone or email.
• Act as the primary support point for the assigned customer issue.
• Provide ongoing application configuration, interface, and other application technical tasks for existing Kronos Workforce Central customers.
• Identify root causes for reported customer issues and develop appropriate solutions to minimize customer down time and impact on customer’s business.
• 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.
• Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.
• Identifying more technical complex issues for escalation to more senior Application Support staff.
• 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 hour service as needed to meet business requirements.

Qualifications

• 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.
• Minimum 2-4 years of technical support experience working with Web technologies and Client/Server technologies and/or UNIX, as well as support related experience, displaying a working knowledge of SQL

• Relevant tertiary degree or equivalent experience

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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