Proven WFM Support Expert

1 day ago

Hyderabad, Telangana, India beBeeSupport Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description

The UKG Support Analyst will ensure all reported issues within the UKG Pro WFM application are efficiently tracked, investigated, and resolved in a timely manner. This role will require regular interaction with end users requesting support and collaboration with super users, IT, and Client Services resources to maintain a stable environment.


This includes functions as a key support resource for processes impacting timekeeping, scheduling, and payroll.


Key Responsibilities:

  • Serves as a subject matter expert of the core functionality and support modules of the UKG Pro WFM application.
  • Assists end-users in troubleshooting and resolution of reported issues and configuration requests.
  • Quickly and efficiently provides quality support customer service by resolving assigned tickets within the defined Service Level Agreements (SLAs).
  • Performs remote troubleshooting using diagnostic techniques and communicates resolutions to the end user within the service level agreement.
  • 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.
  • Reports directly to the UKG Support Supervisor, performing additional tasks and providing support for special projects as assigned.
  • Able to align themselves with the US East Coast work hours.

Required Skills & Qualifications
  • 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 the 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.

Benefits

Working with our team you will gain valuable knowledge, improve your skills and get professional experience.


Others

UKG Support Analyst should be able to adjust to changing priorities and requirements, work effectively under pressure and meet deadlines when needed.

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