Technical Support Technician III

UKG; Maharashtra; On-site; INR 900,000 - 1,800,000; Full time

Job summary

UKG is seeking a Technical Support Technician to resolve client issues for UKG Pro and Pro WFM in a fast-paced environment. You will leverage technical, analytical, and customer service skills to deliver high-quality support and documentation.

We offer a structured onboarding with paid training and ongoing development to advance your career within UKG. Candidates should be comfortable with ET time zones and working with enterprise-scale systems.

Qualifications

• Bachelor's degree in a technical discipline required.
• 5+ years of technical support experience for enterprise apps.
• Strong SQL scripting and MS SQL experience.
• Experience with Salesforce and Jira a plus.

Responsibilities

• Resolve complex customer queries using problem-solving skills.
• Follow processes and best practices to meet SLAs and KPIs.
• Document issues accurately in UKG’s case tracking system.
• Communicate progress and timelines to customers with clear action plans.

Skills

English communication

Multitasking

Customer service

Problem-solving

Team collaboration

Education

Bachelor's degree (CS/IT/Eng)

Tools

Salesforce

Jira

SQL

Datadog

Kibana

Splunk

Job description

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 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 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.

Qualifications

• Proficient in English, with strong verbal and written communication skills.
• Ability to multitask and achieve goals in a fast‑paced, metrics‑driven environment.
• 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 and 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 (8 AM EST to 8 PM EST range).
• Experience working with issue‑tracking systems such as Salesforce and Jira is 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.

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 [e-mail].