Senior Technical Support Professional

3 days ago

Sydney, New South Wales, Australia beBeeTechnical Remote Work Freelance Full time $100,000 - $130,000
Job Overview

This role involves delivering exceptional technical support to customers across diverse industries, leveraging expertise in software and IT solutions.

Key Responsibilities:
  • Develop comprehensive product knowledge on UKG ProWFM, identifying areas for improvement and effective troubleshooting.
  • Research application questions by setting up scenarios and testing within the application.
  • Troubleshoot, analyze, and solve complex customer issues utilizing documentation, knowledge bases, and senior team members' expertise.
  • Replicate customer scenarios for configuration/environmental solutions and/or readying the issue for Engineering review.
  • Analyze customer configurations and think 'outside the box' to resolve and/or find an appropriate alternate solution.
  • Fully document all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines.
  • Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications.
  • Identify more technical complex issues for escalation to senior Technical Support staff.
Qualifications:

  • Experience in software industry (WFM and/or HCM environments highly desirable) with significant related working experience in a Customer Support Center function, with at least 3 years of experience.

  • Intermediate level of competency within the following technologies: web technologies such as Java/XML, MS IIS, HTML, Oracle or SQL relational database management systems and SQL scripting, Java, Microsoft Operating systems and Networking technologies, CRM solutions such as Salesforce, solid Operational statistical analytical ability using applications such as Excel etc.

  • The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision.

  • Experience in both small and large companies in a B2B environment is highly desirable.

  • Excellent communications and interpersonal skills are essential.

  • A track record of accomplishment and effectiveness within organizations.

  • Experience in working in 24x7 support operations and with teams across multiple locations is essential.

  • Ability to remain focused with a solid attention to detail.

  • Ability to translate business issues into appropriate outcomes.

  • Strong verbal and written English skills are essential.

  • Bachelor's degree or equivalent Technical/Application support experience.

Benefits:

We offer a structured training plan and work within a global team of passionate Support Engineers. This role is based in Sydney NSW and offers a flexible hybrid working model.

UKG is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation:

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email us.

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