Technical Support Technician

　　General Information

　　Ref #:

　　20240037246

　　Travel Amount Required:

　　Up to 25%

　　Job Type:

　　Regular-Full Time

　　Location:

　　Santa Ana - California - United States

　　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 www.ukg.com/careers #WeAreUKG

　　Description & Qualifications

　　Description

　　About Us:

　　Working in a live-call support environment, the Technical Support Technician assists UKG customers with software and hardware issues on our AutoTime solution. The Technical Support Technician is expected to deliver high-quality support utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

　　* Early shift (7:00 AM to 4:00 PM PST or 6:00 AM to 3:00 PM PST) and on-call rotation availability required

　　• 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

　　Qualifications

　　About You:

　　Basic Qualifications:

　　• Must be able to work onsite at UKG's Santa Ana facility at least 3 days/week

　　• Minimum 2 years of professional experience in software/application troubleshooting and technical support

　　• Proven experience in understanding of operating systems, networking technologies/protocols, and software applications

　　Preferred Qualifications:

　　• BS/BA in Computer Science or related experience preferred

　　• Proficiency with MS SQL or Oracle is strongly preferred

　　• Ability to deliver superior customer service

　　• Sound analytical and organizational skills

　　• Excellent oral/written communication skills

　　• Experience with Workforce AutoTime preferred

　　Pay Transparency for Colorado, New York, Washington and California

　　The pay range for this position in Colorado, New York, Washington and California is $48,900 to $70,300 however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.

　　Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://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 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 (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

　　View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

　　UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

　　Disability Accommodation

　　For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].