Sr Technical Support Technician - UKG (Ultimate Kronos Group)
Lowell, MA
About the Job
Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. 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.
UKG is seeking passionate U Krewers to deliver a world-class technical support experience to our customers. 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
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
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!
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 (https:www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
View the Pay Transparency Nondiscrimination Provision (https:www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
UKG participates in E-Verify. View the E-Verify posters here (https:www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com .
The pay range for this position is $60,500 to $86,950 however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers (https:www.ukg.com/careers)
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. 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.
UKG is seeking passionate U Krewers to deliver a world-class technical support experience to our customers. 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
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
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!
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 (https:www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
View the Pay Transparency Nondiscrimination Provision (https:www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
UKG participates in E-Verify. View the E-Verify posters here (https:www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com .
The pay range for this position is $60,500 to $86,950 however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers (https:www.ukg.com/careers)
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
Source : UKG (Ultimate Kronos Group)