Specialty Support- Bi

Come join our award-winning Customer Support team at Ultimate Software! We have a BI Customer Support Specialist opening, providing front-line support to our growing customer base for our Business Intelligence analytical product suite, powered by Cognos 10.2.1. This position requires strong oral and written communication skills that are delivered via e-mail, instant messaging, and phone. The qualified candidate is a team player who is highly-motivated and solution-driven. This position demands excellent time and priority management skills and the ability to handle several tasks simultaneously.

See what employee’s are saying about us http://youtu.be/JrHGFIWX2R4

Ultimate is ranked #1 in FORTUNE’s Best Places to Work in Technology for 2016 and #15 for 100 “Best Places to Work For in 2016.” This is the 5th year in a row we have been ranked on FORTUNE’s list. We were #21 in 2015, #20 in 2014, and #9 in 2013. Ultimate is also ranked #5 on the inaugural list of “100 Best Workplaces for Millennials” and #8 on Forbes magazine’s 2016 list of the “Most Innovative Growth Companies.”

Primary Responsibilities: (other duties may be assigned)

  • Provide outstanding customer support with a high degree of customer satisfaction, technical expertise, and a thorough and timely response
  • Exhibit excellent analysis, problem determination and troubleshooting skills
  • Demonstrate an ability to know when to escalate to Cognos Support Manager or present a service option to the client
  • Follow up with customers on all open tickets to ensure customer satisfaction, adhering to published call response times
  • Maintain call ownership from initial customer contact to call resolution, which includes supporting escalations, if appropriate, and providing customer updates
  • Acquire, maintain, and expand knowledge of current support policies and methods of support delivery
  • Adhere to Support Center Practices (SCP) guidelines
  • Set and manage customer expectations
  • Manage and maintain multiple client interactions
  • Participate in team and company meeting and events


  • Must have experience with Congos
  • Willingness to work Pacific hours
  • Able to run basic select queries to troubleshoot issues related to Cognos 10 reports, using Microsoft SQL 2005/2008
  • Experience in a customer support environment and/or end users within a hosted, Software as a Service offering
  • Ability to multi-task
  • Comfortable managing multiple, high-priority issues
  • Strong decision-making ability
  • Ability to manage expectations of self and others
  • Strong analysis
  • Organized, self-motivated, hardworking, dedicated, with a strong sense of accountability
  • Positive, ‘can do’ attitude
  • HRMS/Payroll product suite preferred
  • Cognos Product Certifications a plus
  • Ultipro HRMS Payroll Software knowledge preferred

Education/Certification/License: Bachelor’s Degree: Business Admin, Accounting, MIS, or Human Resources or equivalent working experience

Travel Requirement: Limited

Meet Some of Ultimate Software's Employees

Markese R.

Team Lead, Time Clock Team

As Team Lead, Markese takes care of the time clock needs, whether it’s related to hardware, software, or networking, ensuring customers can utilize the time clock functions without disruption.

DeAndrea M.

Rapid Response Professional

DeAndrea provides support to customers in need of assistance with pay services, human resources, and employment databases—and also helps troubleshoot any problems implementing the software.

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