Application Support Engineer

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