Senior Technical Support Specialist

22 hours ago

Sydney, New South Wales, Australia UKG Full time
Job Title: Senior Technical Support Engineer

At UKG, we're on a mission to inspire every organization to become a great place to work through our award-winning HR technology. As a Senior Technical Support Engineer, you'll play a critical role in helping our customers succeed by providing expert technical support and guidance.

Responsibilities:
  • Develop in-depth product knowledge on UKG ProWFM and learn how to recognize and effectively troubleshoot the different focus areas of the application.
  • Research application questions by setting up scenarios and testing within the application.
  • Troubleshoot, analyze, and solve complex customer issues utilizing documentation, knowledge base, bug tracking system, and senior team members' expertise.
  • Replication 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.
  • Identifying more technical complex issues for escalation to senior Technical Support staff.
  • Provide weekend, public holidays cover, and after-hour service as needed to meet business requirements.
Requirements:
  • Experience in the 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, SQL scripting, Java, Microsoft Operating systems, Networking technologies, CRM solutions such as Salesforce, Solid Operational statistical analytical ability using applications such as Excel.
  • 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.
  • 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.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

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

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