Lead Technical Support Engineer (HCM Support)

Company Overview 

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.  

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. 

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.   

Job description:

1. Will be responsible to pick up cases from support queue and perform triage.
2. Will be working with WFR Australia & New Zealand customers where UKG Ready is deployed.
3. Will adhere to all SLAs and KPIs
4. Provide timely updates to customer on the status of cases owned.
5. Timely resolution of issues reported by the customer which are related to UKG Ready and related modules.
6. Submit detailed root cause analysis to the customer for each case closure.
7. Troubleshoot hardware issues of Kronos 4500 Terminal / Kronos InTouch Terminals.
8. Create knowledge base articles as on a required basis.
9. Attending relevant product and skills courses.
10. Establish world class customer satisfaction through meeting or exceeding customer SLA expectations.
11. Provide ANZ standby, public holidays cover and after hour service as needed to meet
business requirements for the Australian and New Zealand market
12. Individuals will work the Australian work calendar and conform to the Australian
national public holiday schedule
13. Work hours will be 6am - 3pm IST time Monday to Friday..

Qualification :

1. Should be a B.E / B.Tech graduate.
2. 5 to 8 years’ years of IT experience in customer support preferable in product support.
3. Minimum 4 years of Kronos experience / any HCM suite.
4. Experience on building/troubleshooting integration on Dell Boomi
5. Prior experience supporting an enterprise level application based on Java utilizing Web
Services is an advantage.
6. Strong problem solving skills.
7. Ability to multi-task and adjust to changing priorities
8. Excellent spoken & written English skills.

Where we’re going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!  

UKG is proud to be an equal-opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.    

Disability Accommodation 

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com