Technical Support Technician

Job description

**Why UKG:**
At UKG, the work you do matters.

The code you ship, the decisions you make, and the care you show a customer all add up to real impact.

Today, tens of millions of workers start and end their days with our workforce operating platform.

Helping people get paid, grow in their careers, and shape the future of their industries.

That’s what we do.
We never stop learning.

We never stop challenging the norm.

We push for better, and we celebrate the wins along the way.

Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together.

Because at UKG, your work matters—and so do you.
**About the Team:**
We are looking for the next member of our outstanding customer support team! Technical Support Technicians are responsible for supporting our customers at the highest level.

You will build long-term relationships with our customers by acting as an advocate for them.

The Technical Support Technician will not only respond to incoming inquiries but will also communicate tailored responses based on the customer’s specific setups and needs.

You will ensure our customers’ success on our platform.
**About the Role:**
You will form relationships and build trust with customers.

When working with a customer, you can gather the right information from them to provide complete solutions for their needs.

You relay issues and requests to the development team when necessary.

This role requires you to be technically minded, organized, naturally curious, and efficient in how you approach your daily workload.

You'll understand that SaaS businesses sell a service, not just a product and look for every opportunity to delight customers and users.
**Responsibilities:**
+ Demonstrate the value of UKG to our customers every day by providing amazing customer support
+ Build & strengthen customer relationships, including identifying upsell opportunities
+ Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
+ Manage incoming calls and emails and handle all necessary follow-up
+ Respond to a variety of technical and non-technical inquiries with a sense of urgency
+ Enable features for clients on request and periodically assist with data management tasks and data uploads on behalf of customers
+ Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
+ Create and maintain articles or videos for common issues
+ Monitor user behaviors to identify and address potential concerns before they escalate
+ Act as a bridge between customers and product teams to advocate for user needs and drive product enhancements
+ Develop and maintain strong relationships with colleagues and customers to ensure maximum satisfaction and retention levels
+ Participate in customer support standby rotations outside of regular business hours
+ Become an expert in the features and benefits of the platform
+ Provide detailed training to our customers on how to perform various functions on both platforms both verbally and in writing
**Basic Qualifications:**
+ 3+ years of software technical support experience in a customer support role
+ Experience with tools like Salesforce, or similar ticketing systems
**Preferred Qualifications::**
+ Excellent verbal and written communication skills
+ Must be personable and enjoy working with people in an entirely customer-facing role
+ Organized, detail-oriented, and able to support many clients at once.

Ability to deal with ambiguity and structure the unstructured
+ Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
+ Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
+ Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
+ Tech-savvy with a strong ability to quickly learn software
+ Ability to review customer data to identify trends and recommend improvements
+ Experience with MS Office and multiple internet browsers
+ Comfortable working in a remote environment with video-conferencing tools
+ Experience in the Workforce Management domain preferred
+ Familiarity with the SDLC, Java and/or SQL preferred
**Company Overview:**
UKG is the Workforce Operating Platform that puts workforce understanding to work.

With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched.

It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge.

Learn more at ukg.com.
Equal Opportunity Employer
UKG is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)
UKG participates in E-Verify.

View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com .
The pay range for this position is $51,600 to $70,000 ($24.80 per hour to $33.65 per hour), 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/about-us/careers/benefits
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws.

This policy governs all matters related to recruitment, advertising, and initial selection of employment.

It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

Required Skill Profession

Other General