Technical Support Technician - UKG (Ultimate Kronos Group)
Santa Ana, CA
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.
The Technical Support Technician team member provides world-class service and subject matter expertise to our internal and external customers. You play a key role in supporting our comprehensive UKG Pro products, providing in-depth analysis and timely resolutions/workarounds for client issues. The qualified candidate has knowledge of HCM systems (UKGPro), strong customer service and knowledge transfer skills, and the ability to multi-task in a fast-paced environment.
Primary/Essential Duties and Key Responsibilities:
• Participate in Collaborative Support Model
• Ability to handle high-complexity projects and cases
• Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response
• Determine root cause analysis, identify trends, and make recommendations to resolve problems and improve internal processes
• Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to internal support specialists
• Conduct and/or participate in client conference calls to address service issues, research, and resolve higher complexity issues.
• Build and maintain strong relationships with the Product team
• Assist with identifying and facilitating internal training, along with mentoring others within the team
• Participation in on-call rotations is required to provide occasional after-hours support
Basic Qualifications:
• Minimum of 1+ year of hands-on experience with UKG Pro Human Capital Management system
• Knowledge of SQL
Preferred Qualifications:
• Fundamental Payroll Certification (FPC)
• Certified Payroll Professional (CPP)
• Understanding of Salesforce
• Experience with the Expression builder
• Bachelor’s Degree or equivalent work experience. If degreed, Computer Science, Information Systems, or Business
• Excellent analysis, problem determination, and troubleshooting skills
• Ability to present to large audiences
• Ability to create and facilitate internal trainings
• Experience in handling difficult or sensitive situations
• Strong verbal and written technical communication skills
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 $48,900 to $70,300, 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.
The Technical Support Technician team member provides world-class service and subject matter expertise to our internal and external customers. You play a key role in supporting our comprehensive UKG Pro products, providing in-depth analysis and timely resolutions/workarounds for client issues. The qualified candidate has knowledge of HCM systems (UKGPro), strong customer service and knowledge transfer skills, and the ability to multi-task in a fast-paced environment.
Primary/Essential Duties and Key Responsibilities:
• Participate in Collaborative Support Model
• Ability to handle high-complexity projects and cases
• Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response
• Determine root cause analysis, identify trends, and make recommendations to resolve problems and improve internal processes
• Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to internal support specialists
• Conduct and/or participate in client conference calls to address service issues, research, and resolve higher complexity issues.
• Build and maintain strong relationships with the Product team
• Assist with identifying and facilitating internal training, along with mentoring others within the team
• Participation in on-call rotations is required to provide occasional after-hours support
Basic Qualifications:
• Minimum of 1+ year of hands-on experience with UKG Pro Human Capital Management system
• Knowledge of SQL
Preferred Qualifications:
• Fundamental Payroll Certification (FPC)
• Certified Payroll Professional (CPP)
• Understanding of Salesforce
• Experience with the Expression builder
• Bachelor’s Degree or equivalent work experience. If degreed, Computer Science, Information Systems, or Business
• Excellent analysis, problem determination, and troubleshooting skills
• Ability to present to large audiences
• Ability to create and facilitate internal trainings
• Experience in handling difficult or sensitive situations
• Strong verbal and written technical communication skills
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 $48,900 to $70,300, 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)