This support position is focused on programming and providing remote installation and support on Ultimate Software’s Time and Attendance timeclocks (hardware). Will also provide frontline (Tier I) support for all time clock related issues, including software setup and troubleshooting connectivity. The ideal candidate will have experience diagnosing and resolving TCP/IP connectivity issues with the customer’s network devices and experience supporting Time and Attendance software applications.
The successful candidate should ideally reside in the Metro Atlanta area and will spend 100% of the work week in the Atlanta office. The successful candidate may be called upon to infrequently work at home, have a high-speed Internet connection, be a self-starter and be able to work remotely with a minimum of supervision.
Ultimate was named one of FORTUNE Magazine’s 100 Best Companies to Work For in 2012.
Provide outstanding quality customer support with a high degree of customer satisfaction, a high level of technical and functional expertise, providing a thorough and timely response to customers
Provide in depth support for all time clock options for both the UltiPro Time & Attendance and Time Management Software Suites.
Remotely setup / program / troubleshoot customer’s TCP/IP time clock hardware
Provide remote customer training on time clock hardware and software
Call ownership from initial customer contact to call resolution which includes supporting timely escalations if appropriate and providing detailed updates to customers
Minimum of 2 years experience in a Customer Support environment
Minimum of 2 years hardware implementation or support experience
In-depth understanding of the following network terminology: - Static IP address, DHCP, IP reservation - Gateway, Router, DNS server, Subnet mask
Understand the setup and functionality of a VLan
Understand the difference between communication on port 80 and 443
Familiar with network troubleshooting utilities such as “Ping”, “Tracert” and “IPConfig”
TCP/IP clock implementation support, or other network setup and troubleshooting experience
Technical and functional knowledge of various types of time clock hardware
Technical and functional knowledge of Time & Attendance product offerings
Strong oral and written communication skills being able to communicate effectively via printed material, on the telephone, and over electronic services
Excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate
Ability to plan and carry out responsibilities with minimum level of supervision
Proactive and effective customer service skills
Ability to interface with other USG teams
Demonstrates ability to manage support tasks, clearly and adequately defining requirements and deadlines with clarity as to the purpose and outcomes of the assigned tasks
Establish and maintain effective interpersonal team and customer relationships and communication
MCSE / MCP or other technical certification equivalent is a plus!
Cisco certification is a plus!
Technical ability and manual dexterity required for hardware troubleshooting
Bachelor’s Degree: Computer science, MIS, or equivalent preferred.