Principal Technical Support Engineer

Overview

Provide product technical support to UKG India and Australia customers across various UKG products, in a learning capacity.

What you'll do

• Provide product technical support to UKG India and Australia customers across various UKG products.
• Monitor the support queue and pick the cases.
• Ensure timely resolutions are provided by strictly following SLAs.
• Use knowledge base articles, collaborate with product engineering, and consult senior team members when needed in solving the customer issues.
• Analyze and resolve complex customer issues of UKG Pro WFM, Integrations, BIRT Reports, Universal Device Manager and UKG Terminals.
• Develop in-depth product knowledge on UKG ProWFM and learn how to recognize and effectively troubleshoot the different focus areas of the application.
• Research application questions by setting up scenarios and testing within the application.
• Replicate 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 as per UKG standard support process.
• Create and update knowledge base articles when required to help improve UKG knowledge base articles.
• Be available for support during weekends, public holidays, and after-hours as per business needs.

What you'll need

• Must be a B.E / B.Tech / MCA / M.Sc / MBA graduate.
• 10 to 14 years of IT experience.
• Experience in the UKG Products with significant related working experience in a Customer Support Center function, with at least 2 years of support experience.
• Understanding of web technologies such as Java/XML, MS IIS, HTML.
• Familiarity with Oracle or SQL relational database management systems and SQL scripting.
• Java.
• Microsoft Operating systems.
• Networking technologies.
• Experience with CRM solutions such as Salesforce.
• Solid operational statistical analytical ability using applications such as Excel.
• The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision.
• Track record of accomplishment and effectiveness within organisations.
• Ability to remain focused with a solid attention to detail.
• Ability to translate business issues into appropriate outcomes.
• Strong verbal and written English skills are essential.
• Understanding of the UKG Global Job Architecture career matrix profile for Global Support Technical Support Engineering.

Nice to have

• Certification on UKG Products, Dell Boomi, and other HCM product certifications is an advantage.
• Experience in both small and large companies in a B2B environment is highly desirable.

Details

• Location: Bangalore, India (three days a week at the Bangalore office).
• Working hours: Monday to Friday, 9:30 A.M. to 6:30 P.M. IST.
• Availability for weekends, public holidays and after-hours as per business needs.