Job Description

Lead and guide a team of highly engaged associates tasked with providing technical support to our UKG customers. Ability to take on additional leadership responsibilities including leading other team managers in the future. Develop strategies, operating plans and manage the execution within the support teams to provide consistently high-quality service which drives customer success Provide guidance to your direct reports and teams on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience Ensure that the your teams document, track, and manage all support requests, communications, and actions in the Salesforce CRM system Interact with Engineering and other technical teams & resources to facilitate complex issue resolution Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results Work with leaders and managers to understand daily challenges, minimize barriers, and identify/obtain tools required for successful job performance Meet or exceed the established service level objectives for the support teams Act as a sr. escalation resource for customer and internal feedback pertaining to the team Participate in late & weekend shifts on a rotational basis Participation in on-call rotations is required to provide occasional after-hours support Working hours will align with EMEA business hours (8am-8pm UTC) and adjust by 1 hour to account for daylight savings time. 5+ years leading technical resources in a technical support environment and driving strong results Strong knowledge of technical product support and the underlying technologies Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer & internal partner relationships Strong leadership, teamwork, influencing, mentoring, and coaching skills Experience with reporting & using data to make decisions Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills Knowledge of support tools for issue tracking and knowledge management HR, Payroll, Time and Labor and/or HCM domain experience BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering

Skills Required