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Product Support Specialist

Company: UKG (Ultimate Kronos Group)
Location: Lowell
Posted on: January 15, 2022

Job Description:

Product Support Specialist

**General Information**

Ref #:

20210021229

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Lowell - Massachusetts - USA

Job Level:

Individual Contributor - P1

**Description & Qualifications**

Description

The Product Support Specialists delivers comprehensive, high quality support on UKG Workforce Central software and hardware products. On this fast-paced team, the engineer will need to exemplify outstanding customer service skills as well as troubleshooting skills. The Product Support Specialist 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

Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem

Manage case-load in adherence to departmental goals/policies

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

Add a personal touch to the support engagement

Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment

Qualifications

Qualifications

Ability to deliver superior customer service

BS/AS or equivalent experience

Understanding of operating systems, networking technologies/protocols, and software applications

Familiarity with Oracle or SQL relational database management systems and SQL scripting

Sound analytical and organizational skills

Excellent oral/written communication skills

Microsoft/Oracle certification is a plus

Company 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**

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 , Product Support Specialist, Other , Lowell, Massachusetts

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