A Time Specialist in UTM provides world class expertise to our customers while supporting their UltiPro Time Management product. You play a key role in supporting our comprehensive UTM solution, providing in-depth analysis and timely resolutions/workarounds for customer issues in areas such as: time sheet calculations, pay rules, interfaces, leave management, shift patterns and scheduling.
Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune’s “Best Places to Work in Technology” for 2018 and #3 on the “100 Best Companies to Work For” list in 2018. Ultimate is also ranked #1 on the Fortune’s “100 Best Workplaces for Millennials” for 2018 and #3 on its “Best Workplaces for Diversity” list for 2017.
Primary/Essential Duties and Key Responsibilities:
Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise
Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to customers
Partner with Rapid Response team when need to assist with high incoming call volume
Issue ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
Responsible for entering and maintaining customer call problem/description detail integrity in call tracking system
Consistently model the highest levels of support orientation and professionalism
Adheres to Support Center Practices (SCP) guidelines
Excellent customer service skills
Strong oral and written communication skills being able to communicate effectively via printed material, on the telephone, and over electronic services
Manage client requests in an accurate and timely manner
Customer-focused, positive and professional attitude
Excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate.
Ability to multitask, including multiple high priority issues and able to set and manage expectations
Self-motivated with a desire to learn and develop new skills
Knowledge of Microsoft Window Operating Systems/Applications as well as communication applications, Microsoft SQL Server a plus
Experience, Education, Certification, License and Training
Experience in handling difficult or sensitive situations
Relevant experience with Time systems or applications with equivalent complexities.
Current enrollment in a college/university degree program, completed degree in relevant field, or equivalent work experience preferred.
Knowledge of UltiPro applications or equivalent applications and possess a high technical aptitude
Knowledge of Salesforce
Knowledge of Transact SQL (T-SQL)
Limited upon request (up to 15%)
To apply for this job please visit recruiting.ultipro.com.