Vacancy expired!
The Tactical Response team is looking for a special individual that has the ability to bridge the gap between our customers’ business problems and complex technical solutions. This position is focused on driving overall resolution of customer-impacting technology issues by both independently resolving issues and working with other groups outside of the Tactical Response Team to drive overall customer satisfaction. In addition to resolving technical issues, this position is responsible for acting as the communication liaison between the customer and various departments within UKG to ensure customers’ needs are satisfied.
Primary/Essential Duties and Key Responsibilities:- The environment is high volume with many cases and customers. You will be continually assigned dozens of problem cases from various customers related to a variety of reasons. Your job is to meet the SLAs associated with those cases, sort which cases are appropriate for you to resolve and quickly contact the customer to begin the resolution process.
- You need to have the ability to quickly troubleshoot technical issues by deducing customer experiences, following logical reasoning, researching previous case history, and matching those findings to known fixes. Subsequently you need to quickly apply known fixes, provide customers clear direction on how they can fix the issue on their own or escalating/reassigning the issue to the appropriate group for resolution.
- You need to have a strong sense of teamwork and have the ability to figure out ways to enhance the productivity of the team by leveraging your skills that contrast or compliment that of your peers.
- You need to have the ability to clearly document and articulate the root cause of issues and resolutions to customers both verbally and written within the context of a customer service case.
- You will be asked to have detailed and at times difficult conversations with customers regarding technical issues. A customer’s orientation may or may not be technical.
- You will be provided a set weekday schedule to work from. At times, you may be asked to work nights and weekends with little or no advance warning. You may also be asked to work from home or in the office.
- Combination of business and technical background.
- General Microsoft server administration experience related to applying patches, performance management and monitoring, disk partitioning, LAN/NIC configurations, managing and reviewing log files.
- Experience with Microsoft’s IIS web administration in a web farm environment.
- Experience in deploying and managing VMware.
- Experience in troubleshooting and identifying issues in a Citrix environment related to Citrix clients and profiles.
- SQL - Coding and Administration. Ability to write simple SQL queries and ability to decipher complex SP and SQL queries. Ability to identify when table indexing would benefit queries. Ability to run SQL traces and run SQL profiler.
- Sound reporting skills.
- Front-end development experience is a plus.
- C#, Java, MVC, Angular, HTML5, CSS3, JavaScript.
- Back-end development experience is a plus.
- MSSQL Database/Power User
- Bachelor’s degree in Computer Science or Management Information Systems, or equivalent work experience.
- <5%
Vacancy expired!