Lead Technical Support Engineer at UKG

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

11 Feb, 26

Salary

0.0

Posted On

13 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Support, WFM, HCM, SQL, Java, HTML, Networking, CRM, Salesforce, Analytical Skills, Documentation, Problem Solving, Knowledge Base, Collaboration, Attention to Detail

Industry

Software Development

Description

Provide product technical support to UKG Australia customers across various UKG products. Working hours will be from Monday to Friday, 4:30 A.M. to 1:30 P.M. IST. Initially it will be work from home and later, it will be a working 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. Must be a B.E / B.Tech graduate. 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. 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.

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Responsibilities

Provide technical support for UKG products to customers in Australia. Monitor support queues, resolve customer issues, and document all activities according to UKG standards.