Support Engineer IRC268004

Description

The Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules— while delivering a breakthrough employee experience at the time and place work happens.
Enterprise-grade and future-ready, software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and optimal performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, the software makes managing your global workforce easy, less costly, and more rewarding for everyone.
Over one thousand organizations with more than 4 million users in over 80 countries rely on software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.
The Analyst will assist with the application support intake and issue evaluation process. As first responder, the Analyst will troubleshoot incidents and actively work to resolve them or escalate as appropriate. The position will report to the Global Support Manager

Requirements

• Strong technical and analytical aptitude, specifically in complex, enterprise software applications
• Prior technical/system support experience in a customer-facing role is highly preferred
• Experience with SQL and writing complex queries
• Excellent oral and written communication skills
• Prior customer service experience is highly preferred
• Experience with business applications, such as Word, Excel, etc.
• Must work well as a team member and individually

• Familiarity or experience utilizing Java, C#, C++ or 4GL programming languages
• Experience or background in HR, Payroll, or Time and Attendance preferred
• Must be able to join on-call rotation and cover evenings/weekends as necessary

 

Job responsibilities

• Work directly with customers to troubleshoot and resolve application/system issues
efficiently to drive customer satisfaction
• Build relationships and trust with customers through open and interactive communication
• Collaborate with internal stakeholders and management to reduce defects and improve
overall product/system performance
• Contribute to customer self-help by authoring relevant knowledge base content
• Stay current on technical specifications for WorkForce Software products and Human
Capital Management applications through continuous learning activities

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.