Job description:
1, He / She will be responsible to pick up cases from support queue and perform triage.
2. He / She will be working with WFR Australia & New Zealand customers where UKG Ready
is deployed.
3. He / She will adhere to all SLAs and KPIs
4. Provide timely updates to customer on the status of cases owned.
5. Timely resolution of issues reported by the customer which are related to UKG Ready and
related modules.
6. Submit detailed root cause analysis to the customer for each case closure.
7. Troubleshoot hardware issues of Kronos 4500 Terminal / Kronos InTouch Terminals.
8. Create knowledge base articles as on a required basis.
9. Attending relevant product and skills courses.
10. Establish world class customer satisfaction through meeting or exceeding customer SLA
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expectations.
11. Provide ANZ standby, public holidays cover and after hour service as needed to meet
business requirements for the Australian and New Zealand market
12. Individuals will work the Australian work calendar and conform to the Australian
national public holiday schedule
13. Work hours will be 6am - 3pm IST time Monday to Friday..
Qualification :
1. Should be a B.E / B.Tech graduate.
2. 3 to 5 years' years of IT experience in customer support preferable in product support.
3. Kronos experience / any HCM suite will be added advantage.
4. Experience on building/troubleshooting integration on Dell Boomi
5. Prior experience supporting an enterprise level application based on Java utilizing Web
Services is an advantage.
6. Strong problem solving skills.
7. Ability to multi-task and adjust to changing priorities
8. Excellent spoken & written English skills.