Sr Technical Support Technician

s. We are searching for someone to be an industry experienced member of our Global Support team. Successful candidates possess in-depth domain knowledge and technical support experience in the Human Capital Management (HCM) industry and demonstrate an innate ability to problem solve complex customer issues. In addition, successful candidates have experience coaching and mentoring others, ability to effectively communicate and a proactive focus on delivering exceptional customer satisfaction. This role supports our UKG Workforce Management product. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.

Duties and Responsibilities:
• Troubleshoot, partner and resolve customer questions and issues within the Workforce Management platform
• Provide stellar support to our customer base using a variety of platforms including phone, e-mail, remote session, and CRM case management system
• Serve as a subject matter expert in Time Keeping and utilize technical skills and knowledge to remediate complex issues
• Effectively and efficiently resolve customer cases in a case production environment
• Engage in escalated customer circumstances and drive to resolution
• Coach, mentor and positively influence peers
• Assist with product enablement
• Adhere to and model standard operating procedures and policies including case and customer experience best practices
• Participation in on-call rotations is required to provide occasional after-hours support

Qualifications
Basic Qualifications:
• 5+ years of experience utilizing and/or supporting Human Capital Management (HCM) timekeeping software
• 3+ years of experience in customer support environment
• Proven track record of problem solving complex technical issues
• Demonstrated ability to coach and mentor external and internal customers
• Thrives working in a highly collaborative and fast paced team environment
• Strong verbal and written communication skills with demonstrated ability to communicate effectively

Preferred Qualifications:
• 3+ years of experience working with UKG Pro suite of products with Workforce Management experience as a plus
• Experience with integrations between timekeeping and payroll systems
• Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC), Professional in Human Resources (PHR) or equivalent certification
• Knowledge of support tools, such as Salesforce, RingCentral and remote access tools
• Experience managing a ticketing queue
• Data analytics experience

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 and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here .

Disability Accommodation

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