System Support Specialist

6 days ago

Hyderabad Secunderabad Telangana, India beBeeSupport Full time
Job Summary

The System Support Analyst will ensure all reported issues are efficiently tracked, investigated, and resolved in a timely manner. This role requires regular interaction with end users requesting support and collaboration with super users, IT teams, and Client Services resources to maintain a stable environment.

This position is responsible for functioning as a key support resource for processes impacting timekeeping, scheduling, and payroll.

Key Responsibilities:
  • Serves as a subject matter expert of core functionality and support modules.
  • Assists end-users in troubleshooting and resolution of reported issues and configuration requests.
  • Provides quality customer service by resolving assigned tickets within defined Service Level Agreements.
  • Documents all findings and resolutions for each reported issue within the designated tracking system.
  • Escalates complex issues to senior support staff as needed for resolution.
  • Understands client culture to provide effective solutions.
  • Participates in knowledge transfer sessions and ongoing training to continuously enhance knowledge and skills.
Requirements

To be successful in this role, you should have:

  • A minimum of 1-year experience in roles such as consultant, helpdesk, or other related customer support positions.
  • Demonstrated ability to troubleshoot and resolve simple configuration problems.
  • Aptitude for learning functional knowledge of WFM applications and industry best practices.
  • Effective communication skills with the ability to simplify application concepts for a business audience.
  • Strong written communication skills
  • Ability to work in a fast-paced environment.
  • Customer-oriented focus with the ability to work independently, while also collaborating with the team to ensure expected availability levels.
Preferred Qualifications

It's beneficial to have:

  • Minimum of 1 year of experience in UKG Workforce Management system configuration, development, and support.
  • Experience in a help desk environment, with proficiency in ticket prioritization and resolution.
  • Proficiency in MS Excel and capability of handling large data sets.
  • Certification in a WFM application training program.

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