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Sr Technical Support Technician

4 weeks ago

Pune, India UKG Full time

About the Role:
As a Technical Support Technician, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional technical, analytical and customer service skills. This position involves providing application and technical support for the UKG Pro and Pro WFM products, requiring keen problem-solving abilities and a commitment to quality.

Primary/Essential Duties and Key Responsibilities:
Utilize your problem-solving skills to resolve complex customer queries.
Provide exceptional support by adhering to processes and using established best practices to achieve key performance indicators and meet agreed-upon Service Level Agreements (SLAs)
Ensure timely, accurate, and complete documentation of issues in UKGs case tracking system
Satisfy internal and external customer demands and needs in a timely manner by ensuring the customer is continually updated on the progress of their issue with clear action plans and timelines
Develop in-depth product knowledge and expertise for your designated UKG products, including a deep understanding of functionality and architecture
Triage and resolve issues effectively by researching, troubleshooting, and identifying the root cause by using solid problem-solving skills
Think critically to troubleshoot complex issues for customers while demonstrating speed and accuracy
Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, using verbal and written communication phone, email, case tracking system and remote collaboration tools
Utilize internal tools to replicate customer configurations and scenarios to advance cases
Log product deficiencies and work with Engineering to pursue acceptable resolutions
Support peers and contribute to team readiness
Practice knowledge-centered service by creating, updating, and sharing of knowledge base articles
Consistently and effectively communicate with management to ensure issues areescalated and resolved
Participation in an on-call rotation is required to provide occasional after-hours support
Take on additional duties and responsibilities as needed

Qualifications:
Proficient in English, with strong verbal and written communication skills.
Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
5+ years of experience in technical support working with enterprise size applications and client/server and/or Web Based technologies preferred
Strong knowledge of SQL scripting, database experience with MS SQL as well as leveraging SQL based tools and design.
Knowledge of Dell Boomi and API integration technologies
Knowledge of mobile technologies is a plus
Knowledge of performance monitoring and analytics tools such as Datadog, Kibana and Splunk is a plus
Demonstrated technical troubleshooting skills.
HR, Payroll, Time and Labor and/or HCM domain experience a plus
Ability to set and manage customer expectations effectively.
Strong collaboration and time management skills.
Experience handling sensitive situations professionally and thoroughly.
Highly motivated and team-oriented.
Open to working in Eastern time zones.
Experience working with issue-tracking systems such as Salesforce and Jira are a plus
Education, Certification and Additional Qualifications:
Bachelors degree required: BSc, Computer Science, Information Technology, BA or a related technical discipline such as Engineering