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Technical Support Engineer

Location:

Macquarie Park - New South Wales - Australia

Function:

Customer/Technical Support

Ref #:

20210016230
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Description

Join us as an Application Support Specialist and you’ll be at the forefront of our service offering to our enterprise customers across diverse industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.

Your keen interest in information technology alongside your superior communication skills will provide you with the creative problem solving skills you’ll need to excel in this role. We offer a structured training plan, and long term development opportunities across our business.
Responsibilities include:
• Providing specialised technical support from a remote location either by telephone or email.
• Act as the primary support point for the assigned customer issue.
• Provide ongoing application configuration, interface, and other application technical tasks for existing Kronos Workforce Central customers.
• Identify root causes for reported customer issues and develop appropriate solutions to minimize customer down time and impact on customer’s business.
• Ensuring appropriate communications to all stakeholders on progress of issues or escalations.
• Negotiating timeframes for solutions implementation with clients and updating clients on progress during problem resolution.
• Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.
• Identifying more technical complex issues for escalation to more senior Application Support staff.
• Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume.
• Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
• Attending relevant product and skill courses.
• Establish customer satisfaction through meeting or exceeding customer SLA expectations.
• Provide standby, public holidays cover and after hour service as needed to meet business requirements.

Qualifications

Ideally, you’ll have:
•Experience of providing application or technical customer support for a web based application
•The ability to manage multiple tasks of varying complexity to completion with minimal supervision
•An understanding of relational database concepts. Experience of database administration would be an advantage
•An understanding of web technologies such as Java/XML, MS IIS, HTML

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.