Manager, Technical Support Engineering
Apply NowCompany: Ultimate Kronos Group
Location: Maitland, FL 32751
Description:
General Information
Ref #:
20240040116
Travel Amount Required:
Up to 25%
Job Type:
Regular-Full Time
Location:
Alpharetta - Georgia - United States, Atlanta - Georgia - United States, Lowell - Massachusetts - United States, Maitland - Florida - United States, Weston - Florida - 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
Join a talented, energetic, and innovative group, leading a team chartered to provide technical support services to the UKG customer base. Lead talented support technicians 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 technical support individuals tasked with providing technical support to our UKG customers.
Develop strategies, operating plans and manage the execution within the support team to provide consistently high-quality service which drives customer success
Provide guidance to your team 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 team documents, tracks, and manages 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
Provide leadership in resolving issues related to inter-departmental workflow and processes
Meet or exceed the established service level objectives for the support teams
Act as an 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 support
Qualifications
Basic Qualifications:
3+ years leading technical resources in a technical support environment and driving strong results
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
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 management
Preferred Qualifications:
HR, Payroll, Time and Labor and/or HCM domain experience
Experience managing successful remote support teams
BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering
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 and its supplement.
View the Pay Transparency Nondiscrimination Provision
UKG participates in E-Verify. View the E-Verify posters here.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGC[redacted].
Ref #:
20240040116
Travel Amount Required:
Up to 25%
Job Type:
Regular-Full Time
Location:
Alpharetta - Georgia - United States, Atlanta - Georgia - United States, Lowell - Massachusetts - United States, Maitland - Florida - United States, Weston - Florida - 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
Join a talented, energetic, and innovative group, leading a team chartered to provide technical support services to the UKG customer base. Lead talented support technicians 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 technical support individuals tasked with providing technical support to our UKG customers.
Develop strategies, operating plans and manage the execution within the support team to provide consistently high-quality service which drives customer success
Provide guidance to your team 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 team documents, tracks, and manages 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
Provide leadership in resolving issues related to inter-departmental workflow and processes
Meet or exceed the established service level objectives for the support teams
Act as an 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 support
Qualifications
Basic Qualifications:
3+ years leading technical resources in a technical support environment and driving strong results
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
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 management
Preferred Qualifications:
HR, Payroll, Time and Labor and/or HCM domain experience
Experience managing successful remote support teams
BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering
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 and its supplement.
View the Pay Transparency Nondiscrimination Provision
UKG participates in E-Verify. View the E-Verify posters here.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGC[redacted].