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 

Description

UKG Technical Support Engineers are highly motivated, detail-oriented, and customer-focused professionals who will be expected to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions for our Workforce Management and HCM solutions.
Duties and Responsibilities
• You’ll put the customer in the fore front of everything you do, driving world class Customer Satisfaction
• Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPI’s
• Triage and resolve cases expediently utilizing best practice troubleshooting skills
• Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication
• Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering
• Develop a subject matter expertise in areas of the product enabling you to support/coach others and contribute to the overall team’s readiness
• Improve UKG’s KCS knowledge base by creating, updating, and sharing of knowledge base articles
• Resolve escalated issues and research problems independently to identify root cause of issues using problem solving skills
• Timely, accurate, and complete responses to inquiries and full documentation of issues in UKG’s Case Tracking System
• Consistently and effectively communicating with management to make sure issues are escalated and resolved
• Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution
• Late shift and on-call rotation availability required

Qualifications

Basic Qualifications:
• At least 3 years of experience using or supporting UKG’s HR and Workforce Management products
• Excellent written, oral communication, listening and telephone skills
• Proven record of high customer satisfaction and KPI performance
• Experience in supporting SaaS solutions
• Fluent in both written and oral English
• Strong computer skills including Office applications
• Experience working with Case Tracking systems
Preferred Qualifications:
• Excellent analytical and problem-solving skills
• Exceptional organizational, time-management and planning skills with a strong attention to detail needed
• You are a born ‘detective’ and love paying attention to details and putting them together to find the solution
• Ability to successfully work both independently and as part of a team
• Ability to perform in a fast paced-environment

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.