Sr Technical Support Technician
- Pune, Maharashtra
- Permanent
- Full-time
About the Team:
Join a dedicated high-volume team committed to delivering accurate resolutions and exceptional customer service. Our team enhances Ultimate Kronos Group's esteemed reputation as a leading provider of Human Capital Management (HCM) and Payroll SaaS support. We value collaboration and teamwork, fostering an environment where every member contributes to our collective success.
About the Role:
As a Technical Support Technician, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional technical, analytical and customer service skills. This position involves providing application and technical support for the UKG Pro and Pro WFM products, requiring keen problem-solving abilities and a commitment to quality.
Growth and Development Opportunities:
At UKG, we prioritize your professional growth and development. Our comprehensive onboarding journey includes a paid intensive training and mentoring program, equipping you with the necessary skills for success. We are committed to your continuous development, offering timely training for product enhancements and supporting your career advancement goals.
Primary/Essential Duties and Key Responsibilities:
- Utilize your problem-solving skills to resolve complex customer queries.
- Provide exceptional support by adhering to processes and using established best practices to achieve key performance indicators and meet agreed-upon Service Level Agreements (SLAs)
- Ensure timely, accurate, and complete documentation of issues in UKG's case tracking system
- Satisfy internal and external customer demands and needs in a timely manner by ensuring the customer is continually updated on the progress of their issue with clear action plans and timelines
- Develop in-depth product knowledge and expertise for your designated UKG products, including a deep understanding of functionality and architecture
- Triage and resolve issues effectively by researching, troubleshooting, and identifying the root cause by using solid problem-solving skills
- Think critically to troubleshoot complex issues for customers while demonstrating speed and accuracy
- Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, using verbal and written communication - phone, email, case tracking system and remote collaboration tools
- Utilize internal tools to replicate customer configurations and scenarios to advance cases
- Log product deficiencies and work with Engineering to pursue acceptable resolutions
- Support peers and contribute to team readiness
- Practice knowledge-centered service by creating, updating, and sharing of knowledge base articles
- Consistently and effectively communicate with management to ensure issues are escalated and resolved
- Participation in an on-call rotation is required to provide occasional after-hours support
- Take on additional duties and responsibilities as needed
- Proficient in English, with strong verbal and written communication skills.
- Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
- 5+ years of experience in technical support working with enterprise size applications and client/server and/or Web Based technologies preferred
- Strong knowledge of SQL scripting, database experience with MS SQL as well as leveraging SQL based tools and design.
- Knowledge of Dell Boomi and API integration technologies
- Knowledge of mobile technologies is a plus
- Knowledge of performance monitoring and analytics tools such as Datadog, Kibana and Splunk is a plus
- Demonstrated technical troubleshooting skills.
- HR, Payroll, Time and Labor and/or HCM domain experience a plus
- Ability to set and manage customer expectations effectively.
- Strong collaboration and time management skills.
- Experience handling sensitive situations professionally and thoroughly.
- Highly motivated and team-oriented.
- Open to working in Eastern time zones.
- Experience working with issue-tracking systems such as Salesforce and Jira are a plus
- Bachelor's degree required: BSc, Computer Science, Information Technology, BA or a related technical discipline such as Engineering