Senior Technical Support Specialist

5 days ago

Sydney, New South Wales, Australia UKG Full time
About the Role

We are seeking a highly skilled Sr. Technical Support Engineer to join our team at UKG. As a key member of our Technical Support Engineering team, you will be responsible for delivering exceptional technical support to our customers across various industries.

Key Responsibilities
  • Develop in-depth product knowledge on UKG Pro WFM 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.
  • 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.
  • 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: An understanding of web technologies such as Java/XML, MS IIS, HTML.
  • Familiarity with Oracle or SQL relational database management systems and SQL scripting.
  • Java.
  • Microsoft Operating systems.
  • Networking technologies.
  • Experience with 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.
  • 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 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.

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