Sr. Technical Support Engineer

Company: UKG (Ultimate Kronos Group)
Location: Lowell
Posted on: May 13, 2022

Job Description:

Sr. Technical Support Engineer**General Information**Ref #:20220027018Travel Amount Required:Up to 25%Job Type:Regular-Full TimeLocation:Lowell - Massachusetts - United States**Description & Qualifications**DescriptionUKG is looking for a passionate Technical Support Engineer to join our team in Lowell, MA. In this role, your main responsibility will be functionally understanding customer problems, and problem solving / debugging to troubleshoot with the goal of finding the root cause and fixing issues. The team you will be working in is referred to the Data Collection Services (DCS), which is a team of support representatives that specializes in supporting customers that use both UKG Workforce Central and Workforce Dimensions with all UKG time clock solutions. The product and technology that you will be supporting is unique in a way that your current skills will grow and gain new knowledge in technologies in both software and hardware. The team supports over 10,000 customers in addition to our internal UKG teams spanning from Sales, Professional Services, Engineering and other UKG support teams. You will be challenged daily by driving complex issues to resolution and expected to handle difficult/sensitive situations in a professional, timely, and thorough manner. This role plays a huge part in the success of our team providing world-class technical support.Responsibilities:--- Provide the highest level of technical support working directly with internal and external customers to resolve problems and debug in order to find the root cause and/or fix issues.--- Deliver a world class customer experience through case, email, phone, and chat channels that creates and retains "partners for life"--- Manage case queues and establish case priorities in accordance with client service level agreements--- Handle the coordination, organization, prioritization, and documentation of many cases; organizing conference calls between multiple parties (clients, other teams, etc.) and identifying frequently occurring issues--- Provide recommendations for improving existing processes and procedures--- Consistently model the highest levels of teamwork and professionalism and know when to escalate internally to management.--- Learning and staying up to date with product releases and environment changes--- Work under minimal supervision and participate in on-call rotations including after-hours work--- Available to work second shift--- Available to work UKG Works as needed--- Always keeping a can do attitude and willingness to help othersQualifications--- 3+ years' experience in a fast-paced customer service/troubleshooting environment--- Excellent writing and verbal communication skills--- Strong problem solving and analytical skills--- Bachelor's Degree or equivalent work experience--- Comfortable managing multiple, high-priority issues simultaneously--- Excellent organizational and time management skills--- Ability to communicate effectively with internal and external stakeholders and clients--- Fast learner is a must with an ability to share knowledge with others--- Must be able to work 11:00 AM to 8:00 PM EST shiftDesired/Plus Skills:- Basic knowledge in network concepts, and understands the basics of TCP/IP and HTTP communications.- Understands the basic concepts of Java and JBOSS- Has database exposure and is able to performing SQL commandsCompany OverviewHere 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**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 (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) and its **supplement** .View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .**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.

Keywords: UKG (Ultimate Kronos Group), Lowell , Sr. Technical Support Engineer, Engineering , Lowell, Massachusetts