Manager, Technical Support Engineering

nce. 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.

What You'll Do and Who You'll Work With

Are you passionate about working with highly engaged teams to deliver an outstanding support experience? Then this role will be a good match for you!

Join us as a Manager, Technical Support Engineering and you'll be at the forefront of our service offering to our enterprise and SMB customers across diverse industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.

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.

Position Summary

Reporting to the Director, Customer Success and working within a team of passionate Leaders and Technical Support Specialists you will have the opportunity to grow your career within our team. This role can offer a flexible working from home and office arrangement.

This role holds a position on the UKG Support Services ANZSEA leadership team and requires an active participation and understanding in executing UKG Support strategy.

You will be an experienced Customer Services professional with solid business acumen and high energy, as well as possess an enthusiastic and professional outlook.

Recognised as a high achiever, you will possess the necessary Management, Customer Service, Stakeholder management and Customer escalation experience combined with excellent interpersonal skills to effectively manage positive Customer and Employee outcomes.

Understanding business needs, challenges and opportunities and being able to translate these into initiatives and applicable positive business outcomes is a must for this role.

The ability to make an immediate impact for customers in a mission critical situation is essential, you will thrive in a culture of world class Employee Engagement and Support Services delivery that is also down to earth and an environment that truly values and recognises staff contributions.

Your Responsibilities

You will play a critical part in guaranteeing outstanding customer satisfaction, product quality, and ongoing customer success with UKG products. You will:

• Guide and influence others internally and/or externally

• Network with functional area management and with peer managers across the organization

• Act as trusted advisor to customers; leverage network across organization to resolve escalations

• Working closely with the ANZSEA Support leadership team, you will ensure case backlog, response, resolution times and other critical Support Services KPIs relative to support quality, and customer satisfaction targets are managed within defined and published targets

• Promote Knowledge Centric Support (KCS) practices - team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of our Community

• Proficiently gather and analyse team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions and predict future needs

• Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results

• Coordinate root-cause analysis and fixes for complex issues for our customers while being key to providing a consistent quality experience, bringing new and improved support methodologies to UKG

• Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details

• Play an important role in supporting the organisation's security and data protection policies, with emphasis on the protection of sensitive customer information

• Demonstrate a focus on team coaching, skills and career development, SOP improvements, delivery quality, transparency, analytics and developing robust teams

• Partner with global peers in aligning our Company and Customer Success strategies and work within the broader ecosystem of Support leaders to improve the overall department and corporate operational efficiencies

• Have a strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance

• Contribute to team meetings, offering suggestions and ideas to underpin key success factors

• Be responsible for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction with technical support services

• Work with the Professional Services group to ensure Customers are appropriately transitioned to Support.

• Be responsible for annual reviews, goals, and development plans of direct reports

• Provide standby, public holidays and weekend coverage as well as after-hours service on a rotational basis as needed to meet business requirements

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 in a managerial capacity, with at least 3+ years of experience

• Intermediate 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

• You're an experienced people leader, involved in building networks and developing talent. You are comfortable with recruiting and building successful hybrid teams as well as having difficult conversations when things aren't going to plan.

• 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 are 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 essential

• You will understand our UKG Global Job Architecture career matrix profile for Global Support Management. This role is expected to be fulfilled in a learning capacity

It's great, but not required if you have:

• Experience leading service operations teams in fast-paced environments

• Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence

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 [email protected]