The Technical Support Engineer’s primary role is to delivery high quality, world class technical support on UKG Suite of products to a variety of end users. As a member of our Pro WFM Rapid Response team, you will provide support to our SaaS customers by accepting, troubleshooting, and resolving cases for issues related but not limited to the Pro WFM application, as well as the infrastructure that delivers it.
Your Responsibilities
• Develop in-depth product knowledge on UKG Pro WFM and learn how to recognise and effectively troubleshoot the different focus areas of the application
• Research application questions by setting up scenarios and testing within the application
• Troubleshoot, analyze, and solve complex customer issues utilising documentation, knowledge base, bug tracking system and senior team members expertise
• Replication customer scenarios for configuration/environmental solutions and/or readying the issue for Engineering review
• Analyze customer configurations and think ‘outside the box’ to resolve and/or find an appropriate alternate solution
• Fully document all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications
• Provide standby, public holidays cover and after hour service as needed to meet business requirements.
Required Qualifications
• Bachelor’s degree or equivalent application support experience
• Ability to deliver superior customer service
• Understanding of operating systems, networking technologies/protocols, and software applications
• Familiarity with Oracle or SQL relational database management systems and SQL scripting
• Excellent analytical and organisational skills
• Excellent oral communication and written grammar skills
• Microsoft/Oracle certification is a plus
