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Senior Technical Support Engineer/Specialist

Location:

Lowell - Massachusetts - USA, Maitland - Florida - USA

Function:

Customer/Technical Support

Ref #:

20210016295
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Description

The Senior Technical Support Engineer/Specialist role you will deliver comprehensive high-quality technical support on UKG Workforce Dimensions software to UKG internal and external customer base. As a member of the team you are expected to develop your product knowledge through training, testing, working with peers and experience with customer issue. You are to deliver world-class technical and application support that promotes customer satisfaction and retention.

• Develop in-depth product knowledge on Kronos Workforce Products.
• Utilize your technical ability to prioritize support issues and respond appropriately to multiple critical situations.
• Manage difficult customer issues effectively and professionally, seeking help from management, as appropriate.
• Research application questions by setting up scenarios and testing the application.
• Trouble shoot, analyze and solve complex customer issues utilizing documentation, knowledge base, bug tracking system and support staff.
• Replicate customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
• Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution.
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications
• Recreate, track, and verify product deficiencies in UKG bug tracking system and work with engineering to pursue acceptable resolutions.
• Effectively communicate with customers regarding expectations for callbacks, interactions with development, and other open issues
• Mentor, train and educate engineers on technical subject matter and problem-solving skills
• Assist in on-call rotation and Author knowledge base articles

Qualifications

• 3-5 years’ experience in application customer support required; support of UKG products is a plus
• Bachelor’s degree or equivalent experience
• Advanced working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms
• Experience in at least one of the following areas: advanced application knowledge, DBA skills or advanced technology/infrastructure knowledge including knowledge of JBOSS, Microsoft Reporting Services, SSO, and security and authentication methodologies
• Background in network concepts, and understands the basics of TCP/IP and HTTP communications
• Database experience with MS SQL and Oracle platforms, and the ability to configure database servers to support UKG installations, including creating required table spaces, security, and performance tuning parameters
• Previous SQL scripting, system administration, and network administration
experience a plus

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, a UKG Company 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 UKGCareers@ukg.com or please call 1 (978) 250 9800.800.