Sr Technical Support Technician

Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose — people —then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

About The Team
Join a dedicated high-volume team committed to delivering accurate resolutions and exceptional customer service. Our team enhances Ultimate Kronos Group's esteemed reputation as a leading provider of Human Capital Management (HCM) and Payroll SaaS support. We value collaboration and teamwork, fostering an environment where every member contributes to our collective success.

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.

Growth And Development Opportunities
At UKG, we prioritize your professional growth and development. Our comprehensive onboarding journey includes a paid intensive training and mentoring program, equipping you with the necessary skills for success. We are committed to your continuous development, offering timely training for product enhancements and supporting your career advancement goals.

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 UKG's 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 are escalated 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

• Bachelor's degree required: BSc, Computer Science, Information Technology, BA or a related technical discipline such as Engineering

Working hours will align to US Business hours (range between 8a-8p EST) and adjust by 1 hour to account for daylight savings time.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

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