Technical Support Technician at UKG

, , United States -

Full Time

Start Date

Immediate

Expiry Date

21 Jan, 26

Salary

0.0

Posted On

23 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Support, Salesforce, Communication Skills, Problem Resolution, Data Management, MS Office, Java, SQL, Team Collaboration, Technical Inquiries, User Advocacy, Training, Detail-Oriented, Tech-Savvy, Workforce Management

Industry

Software Development

Description

Demonstrate the value of UKG to our customers every day by providing amazing customer support Build & strengthen customer relationships, including identifying upsell opportunities Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction Manage incoming calls and emails and handle all necessary follow-up Respond to a variety of technical and non-technical inquiries with a sense of urgency Enable features for clients on request and periodically assist with data management tasks and data uploads on behalf of customers Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions Create and maintain articles or videos for common issues Monitor user behaviors to identify and address potential concerns before they escalate Act as a bridge between customers and product teams to advocate for user needs and drive product enhancements Develop and maintain strong relationships with colleagues and customers to ensure maximum satisfaction and retention levels Participate in customer support standby rotations outside of regular business hours Become an expert in the features and benefits of the platform Provide detailed training to our customers on how to perform various functions on both platforms both verbally and in writing 3+ years of software technical support experience in a customer support role Experience with tools like Salesforce, or similar ticketing systems Excellent verbal and written communication skills Must be personable and enjoy working with people in an entirely customer-facing role Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation Tech-savvy with a strong ability to quickly learn software Ability to review customer data to identify trends and recommend improvements Experience with MS Office and multiple internet browsers Comfortable working in a remote environment with video-conferencing tools Experience in the Workforce Management domain preferred Familiarity with the SDLC, Java and/or SQL preferred

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Responsibilities

Provide exceptional customer support to demonstrate the value of UKG, while managing customer relationships and resolving issues. Act as a liaison between customers and product teams to advocate for user needs and drive enhancements.