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 Proficient in English, with strong verbal and written communication skills. Ability to multitask and achieve goals in a fast-paced, metrics-driven environment. 3-5+ 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 performance monitoring and analytics tools such as Datadog, Kibana and Splunk is a plus HR, Payroll, Time and Labor and/or HCM domain experience a plus Ability to set and manage customer expectations effectively. Bachelor's degree required: BSc, Computer Science, Information Technology, BA or a related technical discipline such as Engineering Working hours will align to US Business hours (range between 8a-8p EST) and adjust by 1 hour to account for daylight savings time.
