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Manager, Product Support

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

20210015972
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Description

The Product Support Manager will develop, build and maintain strong partner relationships with "partners" both from a Technical Support and Management perspective. They will develop strong and capable technical support engineers to drive and achieve quality product support.

• Ensure effective use of cross-functional resources and understand how to use these resources and skill sets to execute plan and achieve results
• Develop communication cadence with both new and existing partners as well as with internal stakeholders
• Lead and develop team of support engineers to maintain UKG leading customer support
• Manage and facilitate satisfactory resolutions to customer's support issues by identifying escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
• Offer and implement creative solutions within technical support; Interface effectively with other UKG departments in order to provide total customer satisfaction
• Utilize Salesforce Service Cloud call tracking system to manage daily operations
• Review support case reports detailing call center statistics to develop action plans and manage to key technical support metrics
• Participate in the interview and hiring process
• Must be willing to travel as well as participate in on-call rotation for management assistance in customer escalations that occur overnight and on week-ends; The typical rotation is every 3-4 weeks

Qualifications

• Minimum 5 years of experience overseeing team of technical support engineers
• Excellent interpersonal, motivational, and managerial skills
• Ability to manage conflict situations constructively
• Experience preparing and writing proposals, policies, procedures, job descriptions, and schedules
• Demonstrated track record in identifying and deploying leading edge support solutions
• Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations
• Work independently without direct supervision and with minimal guidelines

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.