customer technical support jobs in UKG

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Organize and prioritize incoming technical support requests. Maintain clear and regular communication with users regarding request status. Analyze and validate technical support requests by reproducing use cases. Address complex configurations and technical challenges. Escalate and manage 3rd Level Support Requests when necessary. Become an expert in One View Product features and functionalities. Stay updated on new product features. Document and create troubleshooting articles. Medical coverage provided by Bulstrad for you and your dependents Life, AD&D, Disability & critical illness coverage provided by DZI Meal vouchers provided by Edenred - 150 BGN per month Employee Assistance Programs available 24/7 Global Tuition Reimbursement program - up to 7,125 BGN per year Fertility support - up to 13,600 BGN per year Adoption assistance UKG scholarship program Minimum of 1 year experience in a product support role. High school diploma, general education degree, or equivalent. Excellent English communication skills, both written and verbal. Ability to work well in a team and independently. Dynamic prioritization skills and ability to voice concerns and suggestions. Strong organizational, multi-tasking, and planning abilities. Professional, motivated, and able to work on own initiative. Focused and results-oriented with a positive and empathetic attitude. Prompt response to customer concerns and effective troubleshooting. Ability to write and maintain documentation for client reference. High focus on quality and customer satisfaction. Experience with MS Office, databases like PostgreSQL or MySQL, and CRM/Enterprise software.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893382378353", "isPrivate": false, "latlongs": "43.2140504,27.9147333"}, {"id": 893382376081, "name": "Technical Support Engineer", "location": "Sydney,NSW,Australia", "locations": ["Sydney,NSW,Australia"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1749837030, "t_create": 1747038151, "ats_job_id": "62b810ff-f45b-4241-8d05-444be3216c6e", "display_job_id": "TECHN013616", "type": "ATS", "id_locale": "TECHN013616-en", "job_description": "Develop in-depth product knowledge on UKG ProWFM and learn how to recognise 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 2 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 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 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 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/893382376081", "isPrivate": false, "latlongs": "-33.8688197,151.2092955"}, {"id": 893381407003, "name": "Mgr. Technical Support Engineering", "location": "Atlanta,GA,United States", "locations": ["Atlanta,GA,United States", "Maitland,FL,United States", "Weston,FL,United States", "Lowell,MA,United States", "Alpharetta,GA,United States"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1749834297, "t_create": 1744217507, "ats_job_id": "58cd1db0-b7de-4249-83be-636173c179c9", "display_job_id": "MGRTE012976", "type": "ATS", "id_locale": "MGRTE012976-en", "job_description": "Lead and guide a team of highly engaged technical support individuals tasked with providing technical support to our UKG customers. Develop strategies, operating plans and manage the execution within the support team to provide consistently high-quality service which drives customer success Provide guidance to your team on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience Ensure that the your team documents, tracks, and manages all support requests, communications, and actions in the Salesforce CRM system Interact with Engineering and other technical teams & resources to facilitate complex issue resolution Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results Provide leadership in resolving issues related to inter-departmental workflow and processes Meet or exceed the established service level objectives for the support teams Act as an escalation resource for customer and internal feedback pertaining to the team Participate in late & weekend shifts on a rotational basis Participation in on-call rotations is required to provide occasional after-hours support 3+ years leading technical resources in a technical support environment and driving strong results Knowledge of technical product support and the underlying technologies Experience documenting and implementing processes and procedures Knowledge of support tools for issue tracking and knowledge management Must be able to be in the office 3 days a week ( Atlanta GA, Maitland FL, Weston FL, Alpharetta GA, or Lowell MA) HR, Payroll, Time and Labor and/or HCM domain experience Experience managing successful remote support teams Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer & internal partner relationships Strong leadership, teamwork, influencing, mentoring, and coaching skills Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893381407003", "isPrivate": false, "latlongs": "33.7489954,-84.3879824"}, {"id": 893382561504, "name": "Sr Product Support Representative", "location": "Lowell,MA,United States", "locations": ["Lowell,MA,United States", "Maitland,FL,United States", "Weston,FL,United States", "Santa Ana,CA,United States"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1749835593, "t_create": 1748242398, "ats_job_id": "1c67ac5e-8404-4e75-b2c3-c11bd625e3a0", "display_job_id": "SRPRO013877", "type": "ATS", "id_locale": "SRPRO013877-en", "job_description": "Using professional concepts, support software in various environments. Advise and assist customers on system configuration Analyze customer configurations and think out of the box to resolve issues. Understand and configure software geared to client specific requirements. Research application questions, assist with setting up testing scenarios and provide testing support to the customer. Follow practices and procedures in analyzing a variety of business situations or data requiring a review of a variety of factors. Utilize his/her technical ability to prioritize issues and respond appropriately to multiple critical situations. Provide significant transfer of Virtual Roster product knowledge to Virtual Roster customer Maintains log of open Salesforce cases and projects. Technical Associates or BS/BA Degree or related discipline preferred or equivalent experience or a minimum of 2-4+ years of related work experience in software applications and customer support Interpersonal skills, analytical mindset, technical product knowledge, and strong attention to detail are critical Strong sense of urgency in the decision-making process when assessing problems/situations Strong written, verbal and virtual communication skills are a must Strong leadership, teamwork, influencing, mentoring, and coaching skills", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893382561504", "isPrivate": false, "latlongs": "42.6334247,-71.31617179999999"}, {"id": 893382354756, "name": "Product Support Representative", "location": "Weston,FL,United States", "locations": ["Weston,FL,United States"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1749826416, "t_create": 1746816144, "ats_job_id": "f56b0e03-1ed7-46a8-a6e9-ee5465078c00", "display_job_id": "PRODU013604", "type": "ATS", "id_locale": "PRODU013604-en", "job_description": "Provide world-class customer support and experiences through various mediums (telephone, chat, email, etc.) Think critically to troubleshoot complex payroll software issues for clients while demonstrating speed and accuracy Professionally communicate with clients at management level and above both verbally and through written communication Multi-task in an effort to complete tasks and achieve goals in a fast-paced and metrics-driven environment Accurately document and manage workload in a Customer Relationship Management system (CRM) Take initiative to analyze available resources to make effective decisions that adhere to policies Work and remain focused under pressure while providing exceptional customer service Minimum of 2 years' experience in a customer support and technical support environment High School diploma / GED Proficiency in Microsoft Suite Applications including, Word, Excel, Outlook, and Teams Human Capital Management (Payroll) system experience SQL Soft-phone systems (ring central) Inbound support experience", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "onsite", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893382354756", "isPrivate": false, "latlongs": "26.1003654,-80.3997748"}, {"id": 893382277112, "name": "Product Support Representative", "location": "Indianapolis,IN,United States", "locations": ["Indianapolis,IN,United States"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1749802717, "t_create": 1746546203, "ats_job_id": "9d885aec-0996-4492-a7ea-cc23eb3e0130", "display_job_id": "PRODU013519", "type": "ATS", "id_locale": "PRODU013519-en", "job_description": "Put the customer in the fore front of everything you do driving world class Customer Satisfaction. 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