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Technical Support Engineer- HRMS


Lowell - Massachusetts - USA, Remote - - USA


Customer/Technical Support

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The Technical Support Engineer delivers comprehensive, high quality support focused on our HRMS (HR/Payroll) products. On this fast-paced team, the engineer will need to exemplify outstanding customer service skills as well as troubleshooting skills. The Technical Support Engineer will have a passion for problem solving, technology, and helping others to promote an amazing customer experience.

• Deliver timely solutions to customers while maintaining customer satisfaction
• Effectively assess technical situations and establish case priorities/severities in accordance with their service level agreement
• Use product knowledge and domain experience to resolve difficult tickets submitted by end-users while making use of problem-solving abilities
• Manage case load in adherence to departmental goals/policies
• Ability to successfully work both independently and as a part of a team
• Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interaction details
• Work individually and with a team to solve technical problems while communicating trending issues and best practices
• Document all interactions with accounts and create trail for others to follow
• Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment
• Late shift and on call availability if needed


• 3-5+ years of experience using Time & Attendance, Payroll and/or Human Resource applications or related experience preferred
• Strong demonstrated technical troubleshooting skills
• Exceptional organizational, time-management and planning skills with a strong attention to detail necessary
• Excellent written, oral communication, listening and telephone skills
• Focus on customer service and satisfaction required
• Strong computer skills with a proficiency in successfully learning new technologies quickly
• Previous help desk experience is desired
• 4-year college degree preferred

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

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG 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 or please call 1 (978) 250 9800.