Sr Technical Support Technician
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About The Position
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. In this position, you will troubleshoot, partner, and resolve customer questions and issues within the Workforce Management platform. You will provide stellar support to our customer base using a variety of platforms including phone, e-mail, remote session, and CRM case management system. As a subject matter expert in Time Keeping, you will utilize your technical skills and knowledge to remediate complex issues effectively and efficiently. You will engage in escalated customer circumstances and drive to resolution, coach and mentor peers, assist with product enablement, and adhere to 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.
