As Support Engineering, you'll be responsible to provide Root Cause Analysis and triage critical customer situations. The Support Engineer will help Premium customers on their critical situations and important technical or functional impacts on their UKG end-to-end solutions.
The Support Engineer will deliver end-to-end high standard services, guidance, and support for our premium and strategic customers. You will collaborate with key stakeholders across the business to deliver and support innovative and high-quality customer specific proactive checks and provide support to the delivery of Premium Services and Support.
The core competence for the Support Engineer will be to provide technical support, diagnosing and troubleshooting UKG solution and integration problems. You will create requirements, build, test, and create documentation that supports the rollout of proactive checks, tools, and methods in collaboration with other Customer experience (CX) teams.
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The Support Engineer will need to fully understand the customers solution and business and define adequate customer engagement to ensure customers meet their business requirements in all segmentations (Enterprise, Small and Middle business and customers).
Key Responsibilities:
Manage and evaluate critical situations including review and sign-off of action plans for all critical customer situations.
Handling vague customer situations.
Elaborate and sign-off on de-scalation plans.
Evaluation of customer solutions and provide specific direction needed on top issues for resolution and prevention.
Assist with providing updates on customer status to senior management.
Ensure management of strategic customer delivery on software related services and ensure the quality of the customer engagements.
Execute on the CX Strategy to drive growth, best practices, margin increases, and customer overall satisfaction.
Develop and execute a comprehensive, transformation roadmap that aligns with Global Services vision, mission, strategic objectives and operational risks/issues.
Performs other duties and responsibilities as assigned.
Demonstrates a premium level of enthusiasm for technology enabled business advancements, clearly articulating to the customer current technology trends including AI, Integration and newest UKG features.
Establish and maintain standards, methodologies, tools, templates and best practices for Premium delivery, and Premium Customer Service.
Develop mechanisms of factory deliveries and automation models to achieve quick time to value for UKG customers.
Long-term view of the business environment and establish the business model and direction to meet the evolving customer challenges on adoption of UKG Solutions.
Qualifications:
Bachelor's Degree in Computer Science, STEAM related field or other relevant combination of training and experience
5+ years in a Solution and Software Support for Cloud solutions.
5+ years of experience in providing solution and, leading customers to execute on multiple, critical projects simultaneously
Proven records on Root Cause analysis, Diagnosis and Solutioning.
Proven records on latest technologies AI, Data, Integrations and cross technologies.
Excellent problem solving, collaboration, and communication skills
Proven track record of delivering results in complex and dynamic environments, with a focus on customer-centricity, quality, and efficiency.
Proficient in English, both written and verbal.
Must be willing to work out of the US for 6 months during the initial training period.