Sr. Manager Technical Support Engineering
- UKG
- 5 - 10 years
- Pune
- 3 months ago
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Job Description
Join a talented, energetic, and innovative group, leading a group of technical support team managers and teams chartered to provide technical support services to the UKG customer base. Lead talented teams in providing a world-class customer experience in a fast-paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction whilst improving effectiveness and efficiency. This role will also be responsible for creating an environment which promotes and fosters the development and growth of managers and team members to a sustained high level of performance. This role is pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions.Duties and Responsibilities:
Lead and guide a team of highly engaged associates tasked with providing technical support to our UKG customers.
Ability to take on additional leadership responsibilities including leading other team managers in the future.
Develop strategies, operating plans and manage the execution within the support teams to provide consistently high-quality service which drives customer success
Provide guidance to your direct reports and teams on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction
Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs
Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience
Ensure that the your teams document, track, and manage all support requests, communications, and actions in the Salesforce CRM system
Interact with Engineering and other technical teams & resources to facilitate complex issue resolution
Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences
Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results
Work with leaders and managers to understand daily challenges, minimize barriers, and identify/obtain tools required for successful job performance
Meet or exceed the established service level objectives for the support teams
Act as a sr. escalation resource for customer and internal feedback pertaining to the team
Participate in late & weekend shifts on a rotational basis
Participation in on-call rotations is required to provide occasional after-hours supportWorking hours will align to US Business hours (range between 8a-8p EST) and adjust by 1 hour to account for daylight savings time.Basic Qualifications:
5+ years leading technical resources in a technical support environment and driving strong resultsStrong knowledge of technical product support and the underlying technologies
Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer & internal partner relationships
Strong leadership, teamwork, influencing, mentoring, and coaching skills
Experience with reporting & using data to make decisions
Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills
Experience documenting and implementing processes and procedures
Knowledge of support tools for issue tracking and knowledge managementPreferred Qualifications:
HR, Payroll, Time and Labor and/or HCM domain experience
Experience leading multiple technical teams and managers
Experience managing successful remote support teams
BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: UKGLocation(s): Pune
Keyskills: product support customer service salesforce crm coaching payroll information technology hrsd mentoring real time analysis technical support hcm remote support technical program management rta customer experience wfm
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Ultimate Kronos Group (UKG) is an American Multinational Technology company with dual headquarters in Lowell, Massachusetts, and Weston, Florida.At UKG, our purpose is people. Formed by three leaders in HR solutions, UKG combines the strength and innovation of Ultimate Softwar...
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