Lead Technical Support Engineer

Lead Technical Support Engineer
General Information
Ref #:
20240037016
Travel Amount Required:
Up to 25%
Job Type:
Regular-Full Time
Location:
Australia - Australia - Remote, Brisbane - Queensland - Australia, Eastwood - New South Wales - Australia, Hawthorn - Victoria - Australia, Kew/Melbourne - Victoria - Australia, Melbourne/Victoria - Victoria - Australia, Sydney - New South Wales - Australia
Company Overview
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 & Qualifications
Description
What You'll Do and Who You'll Work With
Join us as a Technical Support Engineer and you'll be at the forefront of our service offering to our customers across diverse sizes and industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.
The Technical Support Engineer's primary role is to delivery high quality, world class Technical Support on UKG Suite of products to a variety of end users. As a member of our Workforce Dimensions Rapid Response team, you will provide support to our SaaS customers by accepting, troubleshooting, and resolving cases for issues related but not limited to the Workforce Dimensions application, as well as the infrastructure that delivers it.
Your keen interest in information technology alongside your superior communication skills will provide you with the creative problem-solving skills you'll need to excel in this role. We offer a structured training plan, and long-term development opportunities across our business.
Reporting to the Manager of Technical Support Engineering and working within a team of passionate Technical Support Specialists you will have the opportunity to grow your career within Technical Support. This role is based in our Macquarie Park head office in Sydney and can offer a flexible working from home and office arrangement.
Your Responsibilities
- Providing specialised Technical Support through written and verbal communication with customers in various types of roles while building positive customer relationships.
- Act as the primary support point for the assigned customer issues.
- Identify root causes for reported customer issues and develop appropriate solutions to minimize customer down time and impact on customer's business.
- Ensuring appropriate communications to all stakeholders on progress of issues or escalations.
- Negotiating timeframes for solutions implementation with clients and updating clients on progress during problem resolution.
- Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.
- Identifying more technical complex issues for escalation to senior Technical Support staff.
- Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume.
- Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
- Attending relevant product and skill courses.
- Establish customer satisfaction through meeting or exceeding customer SLA expectations.
- Understand customer use cases and advocate for their needs to influence feature requests and bug fixes.
- Provide standby, public holidays and weekend coverage as well as after-hours service on a rotational basis as needed to meet business requirements.
Qualifications
Required Qualifications
- Experience in the software industry (WFM and/or HCM environments highly desirable) with significant related working experience in a Customer Support Center function, with at least 5 years of experience.
- High level of competency within the following technologies:
o Web technologies.
o Relational database management systems.
o Java.
o Microsoft Operating systems.
o Networking technologies.
o Experience with CRM solutions such as Salesforce.
o Solid Operational statistical analytical ability using applications such as Excel etc.
- The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision.
- Extensive expertise in understanding and developing metrics to measure the effectiveness of Technical Support within the organisation.
- Experience in both small and large companies in a B2B environment is highly desirable.
- Excellent communications and interpersonal skills is essential.
- Track record of accomplishment and effectiveness within organisations.
- Experience in working in 24x7 support operations and with teams across multiple locations is essential.
- Ability to remain focussed with a solid attention to detail.
- Ability to translate business issues into appropriate outcomes.
- Strong verbal and written English skills is essentials.
- Bachelor's degree or equivalent Technical/Application support experience.
- You will understand our UKG Global Job Architecture career matrix profile for Global Support Technical Support Engineering. This role is expected to be fulfilled in a LEARNING capacity.
It's great, but not required if you have:
- Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence.
EEO Statement
Equal Opportunity Employer
Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\KnowYourRights\screen\reader\10_20.pdf) and its supplement .
View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\%20English\formattedESQA508c.pdf)
UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.