customer technical support jobs in UKG

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Troubleshoot hardware issues of Kronos 4500 Terminal / Kronos InTouch Terminals. 10. Establish world class customer satisfaction through meeting or exceeding customer SLA expectations. 11. Provide ANZ standby, public holidays cover and after hour service as needed to meet business requirements for the Australian and New Zealand market 12. Individuals will work the Australian work calendar and conform to the Australian national public holiday schedule 13. Work hours will be 6am - 3pm IST time Monday to Friday.. 1. Should be a B.E / B.Tech graduate. 2. 5 to 8 years' years of IT experience in customer support preferable in product support. 3. Minimum 4 years of Kronos experience / any HCM suite. 4. 5. Prior experience supporting an enterprise level application based on Java utilizing Web Services is an advantage. 6. 7. Ability to multi-task and adjust to changing priorities 8.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "onsite", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893381249650", "isPrivate": false, "latlongs": "28.5355161,77.3910265"}, {"id": 893381425693, "name": "Lead Technical Support Engineer", "location": "Sydney,NSW,Australia", "locations": ["Sydney,NSW,Australia"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1744965703, "t_create": 1744292272, "ats_job_id": "e39263d5-5a20-4f6c-9e23-c340ddeffeb1", "display_job_id": "LEADT013002", "type": "ATS", "id_locale": "LEADT013002-en", "job_description": "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. 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. Assisting less experienced Lead Technical Support Engineers with complex technical issues. Provide weekend, public holidays cover and after hour service as needed to meet business 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 5 years of experience. o An understanding of web technologies such as Java/XML, MS IIS, HTML. o Familiarity with Oracle or SQL relational database management systems and SQL scripting. o Java. o Microsoft Operating systems. o Networking technologies. o Experience with CRM solutions such as Salesforce. o Operational statistical analytical ability using applications such as Splunk, Datadog, Excel, PowerBI 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. Track record of accomplishment and effectiveness within organisations. Experience in working in 24x7 support operations and with teams across multiple locations is essential. Ability to remain focussed with a solid attention to detail. Ability to translate business issues into appropriate outcomes. Strong verbal and written English skills is essentials. You will understand our UKG Global Job Architecture career matrix profile for Global Support Lead Technical Support Engineering. This role is expected to be fulfilled in an ADVISING capacity. Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893381425693", "isPrivate": false, "latlongs": "-33.8688197,151.2092955"}, {"id": 893380479604, "name": "Technical Support Technician", "location": "Bracknell,BRKSHE,United Kingdom of Great Britain and Nort", "locations": ["Bracknell,BRKSHE,United Kingdom of Great Britain and Nort", "Sofia,BG23,Bulgaria", "Varna,Bulgaria"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1744944581, "t_create": 1739559827, "ats_job_id": "6424ff07-d1ce-41f4-9a6a-bb2b7693bced", "display_job_id": "PRODU011801", "type": "ATS", "id_locale": "PRODU011801-en", "job_description": "Put the customer in the fore front of everything you do driving world class Customer Satisfaction. Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPI's. Develop in-depth product knowledge on UKG's HR and Workforce Management products. Be the first point of contact for support and distribute workload evenly within the team. Triage and resolve cases expediently utilising best practice troubleshooting skills. Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication. Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps. Utilise internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering. Develop a Subject matter expertise in areas of the product enabling you to support/coach others and contribute to the overall team's readiness. Improve UKG's KCS knowledge base by creating, updating, and sharing of articles. Take on additional responsibilities as and when required. Exceptional organizational, time-management and planning skills with a strong attention to detail needed. Excellent written, oral communication, listening and telephone skills. You are a born 'detective' and love paying attention to details and putting them together to find the solution. Proven record of high customer satisfaction and KPI performance . Ability to successfully work both independently and as part of a team. Ability to perform in a fast paced-environment.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893380479604", "isPrivate": false, "latlongs": "51.4141323,-0.7525809"}, {"id": 893380941808, "name": "Director Customer Support", "location": "Australia", "locations": ["Australia", "Sydney,NSW,Australia"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1745069540, "t_create": 1741973518, "ats_job_id": "347a74d7-fc12-4c19-8ef9-01d5ff61f577", "display_job_id": "DIRCU012312", "type": "ATS", "id_locale": "DIRCU012312-en", "job_description": "Directly lead a team of functional managers, with an indirect staff of 40+ employees. Establishing organizational goals and objectives, and associated performance KPI's. Delegate tasks and assignments to appropriate team members to empower growth and opportunity. Adjusting resources, organization structure, and personnel to drive a high performing and efficient organization. Proactively partner with regional and global leaders to represent the region, providing input into strategic and tactical decision making to drive overall team success. Interprets, recommends, and executes on modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution. Interacts with senior customer management (VP/Director level) in both pre and post sales situations. Responsible for overall Customer Satisfaction and represents UKG with the authority to commit significant company resources to drive Customer Success Responsible for driving team staffing, engagement and performance, including but not limited to: o Develops staffing strategies, recruiting and onboarding support team members. o Establishes individual performance goals, reviewing performance against these priorities. o Lead employee engagement and development initiatives, compensation planning and performance management across local support teams. Minimum 10 years technical support management experience (3 years at Director level preferred) in a high-volume support environment Proven results driving customer satisfaction, customer retention, employee engagement and team productivity. Proven experience in creating both an employee & customer centric culture. Experience working in a fast-paced environment and consistently delivering on commitments on or before expected due dates. Demonstrated history in identifying and deploying leading edge support solutions. Minimum 5 years' experience in HR, Payroll or Workforce Management domains, preferred.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893380941808", "isPrivate": false, "latlongs": "-25.274398,133.775136"}, {"id": 893381236097, "name": "Technical Support Engineer", "location": "Sydney,NSW,Australia", "locations": ["Sydney,NSW,Australia"], "hot": 0, "department": "Customer Success", "business_unit": "Customer Success", "t_update": 1745065207, "t_create": 1743486727, "ats_job_id": "de5b8960-b687-4a99-9f2e-00ecbd82173e", "display_job_id": "TECHN012754", "type": "ATS", "id_locale": "TECHN012754-en", "job_description": "Develop in-depth product knowledge on UKG products 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. 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 1 year of experience. o An understanding of web technologies such as Java/XML, MS IIS, HTML. o Familiarity with Oracle or SQL relational database management systems and SQL scripting. o Java. o Microsoft Operating systems. o Networking technologies. o Experience with CRM solutions such as Salesforce. o 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. 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 essentials. You will understand our UKG Global Job Architecture career matrix profile for Global Support Technical Support Engineering. This role is expected to be fulfilled in a LEARNING capacity. Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893381236097", "isPrivate": false, "latlongs": "-33.8688197,151.2092955"}, {"id": 893381040502, "name": "Sr Technical Support Engineer", "location": "Australia", "locations": ["Australia"], "hot": 0, "department": "Customer Success", "business_unit": "Customer Success", "t_update": 1744965756, "t_create": 1742544305, "ats_job_id": "364ab1be-898a-4882-957e-bc23c3d0d336", "display_job_id": "SRTEC012453", "type": "ATS", "id_locale": "SRTEC012453-en", "job_description": "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 technologiesAn 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. 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. Proficiency in APIs, web services, and data transformation. Experience in both small and large companies in a B2B environment is highly desirable. Track record of accomplishment and effectiveness within organisations. Experience in working in 24x7 support operations and with teams across multiple locations is essential. Ability to remain focussed with a solid attention to detail. Ability to translate business issues into appropriate outcomes. Strong verbal and written English skills are essential. You will understand our UKG Global Job Architecture career matrix profile for Global Support Sr. Technical Support Engineering. This role is expected to be fulfilled in an OWNING capacity. Experience with Small to Medium level (SMB) software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893381040502", "isPrivate": false, "latlongs": "-25.274398,133.775136"}, {"id": 893379010515, "name": "Product Support Representative", "location": "Maitland,FL,United States", "locations": ["Maitland,FL,United States"], "hot": 1, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1745060643, "t_create": 1729836750, "ats_job_id": "ca88dbb4-3864-4c19-bea1-3089ee429c03", "display_job_id": "SRPRO009705", "type": "ATS", "id_locale": "SRPRO009705-en", "job_description": "Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose -- a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose -- people --then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. As a Sr Product Support Representative, you'll be responsible for delivering top-notch support to UKG Ready customers. We value outstanding customer service skills that promote customer satisfaction and retention. In this role, you'll focus on providing full-suite support of the UKG Ready application. This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US-based UKG office and WFH and 2 days. Duties and Responsibilities: Offer comprehensive support for assigned cases, including outbound communications and support tickets. Utilize your knowledge and experience to efficiently resolve challenging problems submitted by end-users, leveraging your technical and problem-solving abilities. Provide timely, accurate, and complete responses to customer inquiries. Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers. Acquire, maintain, and expand knowledge of relevant product offerings and current department policies and procedures to provide accurate solutions. Must be able to go into the office 3 days a week. Basic Qualifications: 2+ years hands-on experience in customer and/or technical support environment Bachelor's Degree (If degreed, Computer Science, Information Systems or Business preferred) or equivalent work experience. Preferred Qualifications: Human Capital Management experience Excellent time management and problem-solving skills Strong verbal and written communication skills Understanding of Salesforce Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! Equal Opportunity Employer UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster UKG participates in E-Verify. View the E-Verify posters here. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com. The pay range for this position is $24.23 to $34.81 hourly, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379010515", "isPrivate": false, "latlongs": "28.6277767,-81.36312439999999"}, {"id": 893381544275, "name": "Dir. 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Interprets, executes and recommends modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution Interacts with senior customer management (VP/Director level) in both pre and post sales situations. Represents UKG to these customers and has authority to commit significant company resources in these interactions. Responsible for customers' overall satisfaction. Responsible for key product input and requirements communications to Engineering which have very significant impact on medium term company competitive positioning and service delivery costs. Develops staffing strategies. Recruits and hires staff. Supervises direct and functional reports. Establishes individual performance goals and priorities. Reviews performance against goals. Provides counseling. Plans, approves, and implements programs for the timely development and progress of each individual. Plans and grants salary increases as appropriate. Manages discipline and documentation steps in problem employee situations. Manages dismissals. Work independently without direct supervision and with minimal guidelines. Minimum 10 years technical support management experience & experience leading other leaders in a high volume support environment Minimum 5 years experience in HR, Payroll and/or Time and Labor domains Ability to work in office 3 days a week Proven results in improving customer satisfaction, customer retention, employee engagement and team productivity. Ability to manage conflict situations constructively. Ability to manage conflict situations constructively. Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills. Experience working in a fast-paced environment and consistently delivering projects on or before expected due dates. 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Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPI's. Develop in-depth product knowledge on UKG's products. Be the first point of contact for support. Triage and resolve cases expediently utilizing best practice troubleshooting skills. Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication. Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps. Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering. Improve UKG's knowledge base by creating, updating, and sharing of articles. Take on additional responsibilities as and when required. Participation in on-call rotations is required to provide occasional after-hours support Mettez le client au premier plan de tout ce que vous faites, en favorisant une satisfaction de la clientele de classe mondiale. Fournir un soutien exceptionnel base sur les accords de niveau de service (SLA) convenus et les indicateurs cles de performance (KPI). Developper une connaissance approfondie des produits UKG. Soyez le premier point de contact pour le support. Trier et resoudre les cas rapidement en utilisant les meilleures pratiques de depannage. Collaborer et communiquer avec les pairs internes et les principaux intervenants pour faire progresser les problemes des clients, en utilisant avec competence toutes les methodes de communication orale et ecrite. Assurez-vous que le client est toujours informe de l'avancement de son probleme avec des plans d'action clairs et progressifs et les prochaines etapes. Utiliser des outils internes pour reproduire les configurations des clients et faire progresser les cas vers les ingenieurs/ingenieurs de niveau superieur. Ameliorer la base de connaissances d'UKG en creant, en mettant a jour et en partageant des articles. La participation aux rotations de garde est requise pour fournir un soutien occasionnel apres les heures de travail 2+ years' experience in a fast-paced customer service and/or technical support environment Demonstrated technical troubleshooting and/or problem-solving skills Demonstrated dedication to customer service and experience managing customer relationships Must be bilingual in English and French Experience working with/in UKG Product suite HR and/or Payroll experience Strong computer skills with a proficiency in successfully learning new technologies quickly Exceptional organizational, time-management and planning skills with a strong attention to detail Excellent written, oral communication, listening and telephone skills 2 ans ou plus d'experience dans un environnement de service a la clientele et/ou de soutien technique en evolution rapide A demontre des competences techniques en matiere de depannage et/ou de resolution de problemes A demontre son devouement au service a la clientele et son experience dans la gestion des relations avec la clientele Maitrise bilingue de l'anglais et du fran\u00e7ais. Experience de travail avec/dans la suite de produits UKG Solides competences informatiques avec la capacite d'apprendre rapidement et avec succes de nouvelles technologies Competences exceptionnelles en matiere d'organisation, de gestion du temps et de planification, avec une grande attention aux details Excellentes competences en communication ecrite, orale, d'ecoute et telephonique UKG s'apprete a vivre quelque chose de vraiment special. \u00c0 l'echelle mondiale, nous nous classons deja au premier rang pour la gestion des ressources humaines et au deuxieme rang pour la gestion du capital humain. Des dizaines de millions de personnes travaillant en premiere ligne commencent et terminent leur journee avec notre logiciel, et des milliards de quarts de travail sont geres chaque annee par le biais des solutions UKG aujourd'hui. Pourtant, c'est notre portefeuille de produits alimentes par l'IA et con\u00e7us pour soutenir la clientele de toutes tailles, de tous secteurs et de toutes zones geographiques qui nous propulsera vers des lendemains encore plus radieux! Employeur souscrivant au principe de l'egalite d'acces a l'emploi UKG est fier d'etre un employeur souscrivant au principe de l'egalite d'acces a l'emploi et s'engage a maintenir un milieu de travail diversifie et inclusif. Tous les candidats qualifies seront pris en consideration pour un emploi sans egard a la race, a la couleur, a la religion, au sexe, a l'age, au handicap, a l'etat matrimonial, a la situation familiale, a l'orientation sexuelle, a la grossesse, a l'information genetique, a l'identite de genre, a l'expression de genre, a l'origine nationale, a l'ascendance, au statut de citoyen, au statut d'ancien combattant et a tout autre statut protege par les lois federales, provinciales ou locales contre la discrimination. Accommodement aux handicaps UKG s'engage a fournir un accommodement aux personnes handicapees durant le processus de candidature et d'entrevue. Si vous avez besoin d'un accommodement durant le processus de candidature et d'entrevue, veuillez communiquer avec nous a UKGCareers@ukg.com. 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