Manager Product Support

Description

Come join a talented, energetic, and innovative group, managing a support team chartered to provide exceptional support services to the UKG Pro customer base. Oversee support resources in providing exceptional customer product support and resolution in a fast paced, high volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.

In this position, the Manager, Product Support is primarily responsible for a team of Product Support Reps, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally this person will have domain knowledge in one or all of the following areas: Payroll, Time and Labor/Employee Scheduling, HR or Benefits as well as previous experience managing teams of support engineers.

• Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Pro customers
• Provide high level customer satisfaction to the UKG Pro customer base to ensure current and future customer satisfaction by instilling confidence in UKG’s corporate service organization
• Guide daily operations for the UKG Pro Support Team including analyzing metrics, staffing shifts, meetings, training, etc.
• Manage and facilitate satisfactory resolutions to customer’s service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
• Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Support Engineers require for successful job performance
• Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs.
• Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences
• Offer and implement creative solutions within technical support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments
• Measure Support Engineer productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management
• Participate in the interview and hiring process as well as an on-call rotation

Qualifications

• Ideal candidates will have 3-5 years’ experience coaching, developing and managing an enterprise application/technical support team of approximately 10 employees
• Excellent customer focus, interpersonal, motivational and managerial skills, including the ability to manage customer relationships and escalations successfully
• Effective time management, the ability to multitask and prioritize projects with the right level of precision
• Exhibit leadership qualities and earn the respect this empowered position requires.
• HR, Payroll, Time and Labor and/or HCM domain experience preferred
• Bachelors Degree preferred

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Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.