Lead Technical Support Engineer

ng from our Pune office.
• Monitor the support queue and pick the cases.
• Ensure timely resolutions are provided by strictly following SLAs.
• Use knowledge base articles, collaborate with product engineering, and consult senior team members when needed in solving the customer issues.
• Analyze and resolve complex customer issues of the below UKG products.
o UKG Pro WFM
o Integrations
o BIRT Reports
o Universal Device Manager
o UKG Terminals
• Develop in-depth product knowledge on UKG ProWFM and learn how to recognize and effectively troubleshoot the different focus areas of the application.
• Research application questions by setting up scenarios and testing within the application.
• Replicate customer scenarios for configuration/environmental solutions and/or readying the issue for Engineering review.
• Analyze customer configurations and think 'outside the box' to resolve and/or find an appropriate alternate solution.
• Fully document all activities, interactions, and next steps throughout the lifecycle of a case as per UKG standard support process.
• Create and update knowledge base articles when required to help improve UKG knowledge base articles.
• Be available for support during weekends, public holidays, and after-hours as per business needs.

Qualification:
• Must be a B.E / B.Tech graduate.
• 5 to 8 years of IT experience.
• 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 2 years of support experience.
• Prior experience in supporting international customers is highly desirable.
• Knowledge of UKG products is an added advantage.
• Certification on UKG Products, Dell Boomi, and Other HCM product certifications is an advantage.
• Intermediate level of competency within the following technologies:
o An understanding of web technologies such as Java/XML, MS IIS, HTML.
o Familiarity with Oracle or SQL relational database management systems and SQL scripting.
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.
• Experience in both small and large companies in a B2B environment is highly desirable.
• 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 focused with a solid attention to detail.
• Ability to translate business issues into appropriate outcomes.
• Strong verbal and written English skills are essential.
• 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.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

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 [email protected]