AddressDescription & Qualifications
Description
The Technical Support Engineer will deliver high-quality support to our UKG Ready customers while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.This role will report to our WFR Product Support Manager and will provide end user support for the UKG Ready modules.
DUTIES AND RESPONSIBILITIES:
- Diagnose, troubleshoot, and resolve issues while providing exceptional service
- Provide help desk support of assigned cases including outbound call backs, e-mails, and internal support tickets
- Configuration of monitoring tools. Manage the configuration and operation of software and services.
- Develop and maintain an intermediate level of knowledge of UKG Ready products
- Identifying and analyzing problems and needs of existing systems, such as congestion, intelligibility, and clarity, to determine the most appropriate means of reducing, eliminating and avoiding current and future problems.
- Document all interactions with accounts and create trail for others to follow
- Use product knowledge and experience to resolve difficult tickets submitted by end-users while making use of problem-solving abilities
- Timely, accurate, and complete responses to inquiries
- Ability to successfully work both independently and as a part of a team
- Provide network support in determining the configurations. Assist with scripting and perform internal network analysis.
- Forming technical reports for engineering review and consultation.
- Evaluate and procure new products and services from vendors.
- Troubleshooting and providing technical support for configuring systems.
- Compiling engineering project proposals to define goals, identify scope, background, and need, and ascertain the cost of services.
Qualifications
1-4 years of experience using Time & Attendance, Payroll and/or Human Resource applications or related experience preferred- Strong demonstrated technical troubleshooting skills
- Exceptional organizational, time-management and planning skills with a strong attention to detail necessary
- Excellent written, oral communication, listening and telephone skills
- Focus on customer service and satisfaction required
- Strong computer skills with a proficiency in successfully learning new technologies quickly
- Previous help desk experience is essential
- Relevant tertiary degree or equivalent experience
Company Overview
Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?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.
