Application Support Engineer
- UKG
- 3 - 5 years
- Pune
- 5 months ago
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Job Description
Required Skills
- Proficient in English, with strong verbal and written communication skills.
- Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
- 3-5+ years of experience in technical support working with enterprise size applications and client/server and/or Web Based technologies preferred
- Strong knowledge of SQL scripting, database experience with MS SQL as well as leveraging SQL based tools and design.
- Knowledge of Dell Boomi and API integration technologies
- Knowledge of mobile technologies is a plus
- Knowledge of performance monitoring and analytics tools such as Datadog, Kibana and Splunk is a plus
- Demonstrated technical troubleshooting skills.
- HR, Payroll, Time and Labor and/or HCM domain experience a plus
- Ability to set and manage customer expectations effectively.
- Strong collaboration and time management skills.
- Experience handling sensitive situations professionally and thoroughly.
- Highly motivated and team-oriented.
- Open to working in Eastern time zones.
- Experience working with issue-tracking systems such as Salesforce and Jira are a plus
Education, Certification and Additional Qualifications:
- Bachelors degree required: BSc, Computer Science, Information Technology, BA or a related technical discipline such as Engineering
Role & responsibilities
- Utilize your problem-solving skills to resolve complex customer queries.
- Provide exceptional support by adhering to processes and using established best practices to achieve key performance indicators and meet agreed-upon Service Level Agreements (SLAs)
- Ensure timely, accurate, and complete documentation of issues in UKGs case tracking system
- Satisfy internal and external customer demands and needs in a timely manner by ensuring the customer is continually updated on the progress of their issue with clear action plans and timelines
- Develop in-depth product knowledge and expertise for your designated UKG products, including a deep understanding of functionality and architecture
- Triage and resolve issues effectively by researching, troubleshooting, and identifying the root cause by using solid problem-solving skills
- Think critically to troubleshoot complex issues for customers while demonstrating speed and accuracy
- Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, using verbal and written communication phone, email, case tracking system and remote collaboration tools
- Utilize internal tools to replicate customer configurations and scenarios to advance cases
- Log product deficiencies and work with Engineering to pursue acceptable resolutions
- Support peers and contribute to team readiness
- Practice knowledge-centered service by creating, updating, and sharing of knowledge base articles
- Consistently and effectively communicate with management to ensure issues areescalated and resolved
- Participation in an on-call rotation is required to provide occasional after-hours support
- Take on additional duties and responsibilities as needed
Job Classification
Industry: Software ProductFunctional Area / Department: Production, Manufacturing & EngineeringRole Category: Operations, Maintenance & SupportRole: Operations, Maintenance & Support - OtherEmployement Type: Full timeContact Details:
Company: UKGLocation(s): Pune+ View Contact
Keyskills: Msql Technical Support Api Integration SQL Kibana Application Support Splunk Software Support
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About Us- Ultimate Kronos Group (UKG) is an American Multinational Technology company, headquartered in the United States. At UKG, our purpose is people. Formed by three leaders in HR solutions, UKG combines the strength and innovation of Ultimate Software, Kronos and PeopleDoc. Our love for all t...
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