Application Support Engineer
- UKG
- 3 - 5 years
- Pune
- 2 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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