Job descriptionCompany and benefits Job IDTECHN016080 Employment TypeRegular Work Styleon-site LocationPune City India RoleTechnical Support Engineer 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 Join a dedicated high-volume team committed to delivering accurate resolutions and exceptional customer service Our team enhances Ultimate Kronos Group s esteemed reputation as a leading provider of Human Capital Management HCM and Payroll SaaS support We value collaboration and teamwork fostering an environment where every member contributes to our collective success About the Role As a Technical Support Technician you will play a crucial role in resolving client issues in a dynamic environment utilizing your exceptional technical analytical and customer service skills This position involves providing application and technical support for the UKG Pro and Pro WFM products requiring keen problem-solving abilities and a commitment to quality Growth and Development Opportunities At UKG we prioritize your professional growth and development Our comprehensive onboarding journey includes a paid intensive training and mentoring program equipping you with the necessary skills for success We are committed to your continuous development offering timely training for product enhancements and supporting your career advancement goals Primary Essential Duties and Key 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 UKG s 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 are escalated and resolved Participation in an on-call rotation is required to provide occasional after-hours support Take on additional duties and responsibilities as needed Qualifications Proficient in English with strong verbal and written communication skills Ability to multitask and achieve goals in a quick-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 one or all the following technologies o Dell Boomi and API integration technologies o Performance monitoring and analytic tools such as Datadog Kibana and Splunk o Workforce management Advance scheduling Budgeting Knowledge of mobile technologies is a plus Demonstrated technical troubleshooting skills 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 Experience working with issue-tracking systems such as Salesforce and Jira are a plus Education Certification and Additional Qualifications Bachelor s degree required BSc Computer Science Information Technology BA or a related technical discipline such as Engineering Working hours will align with EMEA business hours 8am-8pm UTC and adjust by 1 hour to account for daylight savings time 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 UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace including the recruitment process 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 NOTICE ON HIRING SCAMS UKG will never ask you for a copy of your driver s license social security card or passport during a job inter ABOUT OUR JOB DESCRIPTIONS All job descriptions are written to accurately reflect the open job and include general work responsibilities They do not present a comprehensive detailed inventory of all duties responsibilities and qualifications required for the job Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change

📌 Technical Support Engineer (Maharashtra)
🏢 Ukg
📍 Maharashtra