Overview
On Site
Full Time
Skills
HR management
Technical Support
Workforce management
Attention to detail
Systems analysis
Customer support
Customer experience
Customer satisfaction
Service level
Problem solving
Issue resolution
Knowledge base
Effective communication
Human resources
Operating systems
Boomi
Performance monitoring
Business systems
Issue tracking
Payroll
WFM
Communication
HR management system
Pivotal
IMPACT
KPI
Research
ROOT
Management
SaaS
Analytical skill
SQL
Scripting
Database
API
Analytics
Kibana
Splunk
FPC
C++
Salesforce.com
JIRA
Kronos
ProVision
Job Details
Company Overview
Here at UKG, our purpose is people . Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at #WeAreUKG
Description & Qualifications
Description
Job Summary
UKG seeks a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team to deliver world-class customer experiences for our Human Capital Management (HCM) and Workforce Management (WFM) solutions.
As a valued member of our expert Shared Services team, you'll deliver prompt responses, conduct thorough analyses, and provide timely resolutions for product-related issues. Your exceptional communication skills and expertise in HRIS system analysis, integrations, and system performance will be pivotal to your success in this role. In this role you will have the opportunity to enhance UKG's standing as a global leader in HCM and Workforce Management solutions. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.
Join our team and make a lasting impact as you drive excellence in our customer support, leveraging your expertise and dedication to ensure seamless product experiences.
Duties and Responsibilities
Drive world-class customer experience by prioritizing customer satisfaction by putting their needs at the forefront of all interactions
Deliver exceptional support by adhering to established processes and best practices to achieve key performance indicators (KPIs) and service level agreements (SLAs)
Develop in-depth UKG product knowledge and expertise, including a deep understanding of functionality and architecture
Efficiently troubleshoot and resolve issues by researching, and identifying the root cause using solid problem-solving skills
Keep internal and external customers informed about issue resolution progress with clear action plans and timelines via phone, email, and document in UKG's case tracking system
Utilize internal tools to replicate customer configurations and scenarios to advance cases
Log product deficiencies and work with Engineering to achieve resolution
Practice knowledge-centered service by contributing to knowledge base articles
Maintain effective communication with management for issues escalation and resolution
Participation in an on-call rotation is required to provide occasional after-hours support
Adapt to additional duties and responsibilities as needed
Qualifications
Basic Qualifications
5+ years of experience as a practitioner supporting or troubleshooting processes and systems for Human Capital Management (Human Resources, Benefits, Payroll) and Workforce Management
Experience in supporting SaaS solutions
Working knowledge of operating systems and web technologies and a demonstrated ability to troubleshoot complex technical problems
Excellent analytical and problem-solving skills
Strong knowledge of SQL scripting and database experience with MS SQL
Preferred Qualifications
Knowledge of Dell Boomi and API integration technologies
Knowledge of mobile technologies
Knowledge of performance monitoring and analytics tools such as Datadog, Kibana and Splunk
Previous experience as HRIS point of contact for various HCM business systems
Payroll & HR industry certifications (e.g., FPC, CPP, PHR, SPHR)
Experience working with issue-tracking systems such as Salesforce and Jira
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 Know Your Rights poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
UKG participates in E-Verify. View the E-Verify posters here .
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email
Here at UKG, our purpose is people . Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at #WeAreUKG
Description & Qualifications
Description
Job Summary
UKG seeks a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team to deliver world-class customer experiences for our Human Capital Management (HCM) and Workforce Management (WFM) solutions.
As a valued member of our expert Shared Services team, you'll deliver prompt responses, conduct thorough analyses, and provide timely resolutions for product-related issues. Your exceptional communication skills and expertise in HRIS system analysis, integrations, and system performance will be pivotal to your success in this role. In this role you will have the opportunity to enhance UKG's standing as a global leader in HCM and Workforce Management solutions. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.
Join our team and make a lasting impact as you drive excellence in our customer support, leveraging your expertise and dedication to ensure seamless product experiences.
Duties and Responsibilities
Drive world-class customer experience by prioritizing customer satisfaction by putting their needs at the forefront of all interactions
Deliver exceptional support by adhering to established processes and best practices to achieve key performance indicators (KPIs) and service level agreements (SLAs)
Develop in-depth UKG product knowledge and expertise, including a deep understanding of functionality and architecture
Efficiently troubleshoot and resolve issues by researching, and identifying the root cause using solid problem-solving skills
Keep internal and external customers informed about issue resolution progress with clear action plans and timelines via phone, email, and document in UKG's case tracking system
Utilize internal tools to replicate customer configurations and scenarios to advance cases
Log product deficiencies and work with Engineering to achieve resolution
Practice knowledge-centered service by contributing to knowledge base articles
Maintain effective communication with management for issues escalation and resolution
Participation in an on-call rotation is required to provide occasional after-hours support
Adapt to additional duties and responsibilities as needed
Qualifications
Basic Qualifications
5+ years of experience as a practitioner supporting or troubleshooting processes and systems for Human Capital Management (Human Resources, Benefits, Payroll) and Workforce Management
Experience in supporting SaaS solutions
Working knowledge of operating systems and web technologies and a demonstrated ability to troubleshoot complex technical problems
Excellent analytical and problem-solving skills
Strong knowledge of SQL scripting and database experience with MS SQL
Preferred Qualifications
Knowledge of Dell Boomi and API integration technologies
Knowledge of mobile technologies
Knowledge of performance monitoring and analytics tools such as Datadog, Kibana and Splunk
Previous experience as HRIS point of contact for various HCM business systems
Payroll & HR industry certifications (e.g., FPC, CPP, PHR, SPHR)
Experience working with issue-tracking systems such as Salesforce and Jira
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 Know Your Rights poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
UKG participates in E-Verify. View the E-Verify posters here .
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email