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

The Technical Support Technician team member provides world class service and subject matter expertise to our internal and external customers. You play a key role in supporting our comprehensive UKG Pro products, providing in-depth analysis and timely resolutions/workarounds for client escalated. The qualified candidate has knowledge of HRMS systems, strong customer service and knowledge transfer skills, and the ability to multi-task in a fast-paced environment.
Primary/Essential Duties and Key Responsibilities:
• Participate in Collaborative Support Model
• Ability to handle high complexity projects /service requests
• Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response
• Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers
• Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to internal support specialists
• Subject Matter Expert (SME) in collaboration with Organizational Readiness teams to ensure quality feature deliverables and release readiness, including feature testing, process improvement, communication, and participating as panelists in webcasts
• Create training in collaboration with the Learning team
• Mentor internal team members
• Special projects as needed

Qualifications

Required Qualifications:
• Minimum two years hands on experience with UKG Pro Payroll/Human Capital Management Software
• Minimum of 1-2 years of experience in Salesforce
• Excellent analysis, problem determination and troubleshooting skills
• Experience in handling difficult or sensitive situations
• Ability to manage priorities and workflow
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to collaborate effectively with a diversity of individuals at all organizational levels
• Proven track record of customer stabilization and subject matter expertise over multiple customers of varying complexity
• Strong verbal and written communication skills; being able to communicate effectively via printed material, telephone, and email
• Customer-focused, positive, and professional attitude


Preferred Qualifications:
• Bachelor’s Degree or equivalent work experience. If degreed, Computer Science, Information Systems or Business
• UKG PRO experience
• Fundamental Payroll Certification (FPC)
• Certified Payroll Professional (CPP)
• Professional Human Resources (PHR)
• Understanding of Salesforce
• Knowledge of Transact SQL (T-SQL)Advanced mentoring skills
• Ability to present to large audiences
• Ability to create and facilitate internal team trainings
• Team player: collaborative, seeks input, accepts and incorporates feedback from others, and freely offers assistance

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