Description & requirements
Description
Working in a live-call support environment, the triage technical support engineer assists ukg customers with hardware/software issues on our workforce telestaff solutionThe technical support engineer is expected to deliver high-quality support utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.
Add a personal touch to the support engagement
Review/assess the technical situation and establish case priority/severity in accordance with the service level agreement
Research support cases, knowledge bases/repositories, user/administrator manuals, and internet resources in an effort to deliver technical solutions
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
Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment
Late shift and on-call availability required
Qualifications
Prefer bs/ba in computer science or related experience
2-5 years of technical support experience
Understanding of operating systems, networking technologies/protocols, and software applications
Familiarity with ms sql
Ability to deliver superior customer service
Sound analytical and organizational skills
Excellent oral/written communication skills
Prefer experience with workforce telestaff
Corporate overview
Here at ukg, our purpose is peopleUkg combines the strength and innovation of ultimate software and kronos, uniting two award-winning, employee-centered culturesOur employees are an extraordinary group of talented, energetic, and innovative people who care about more than just workWe strive to create a culture of belonging and an employee experience that empowers our peopleUkg has more than 13,000 employees around the globe and is known for its inclusive workplace cultureReady 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 environmentAll 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.
