Cheyenne Rivera Email & Phone Number

Cheyenne Rivera is a Sr Technical Support Engineer/Workforce Advanced Scheduler at UKG at UKG. They is proficient in English.

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  Sr Technical Support Engineer - Scheduling Specialist

  Ukg

  Feb 2019 - Present - Lowell, Massachusetts

  Senior Technology Service Professional for a large on-prem/cloud support organization.- Provided technical support and troubleshooting assistance to clients for software applications, including UKG Workforce Central and Dimensions.- Collaborated with cross-functional teams to analyze and resolve complex technical issues, ensuring minimal downtime and optimal system performance.- Created and maintained technical documentation, including user guides, troubleshooting guides, and FAQs.- Assisted in the configuration and customization of software applications to meet client requirements.- Collaborated with engineering teams using Jira to track, prioritize, and resolve software defects in a timely manner.- Utilized Salesforce as a case management system to manage customer support requests and ensure efficient case resolution.- Created and maintained technical documentation, including user guides and troubleshooting articles, to assist customers and internal teams.- Assisted in the implementation of new software applications and provided training to end-users.- Contributed to process improvement initiatives, streamlining support workflows and enhancing customer experience.- Resolve complex customer issues in the Workforce Scheduler space- Effectively communicate solutions, support benefits, and product value via Remote connection with customers and distribution partners- Provide internal and external support- Discovered/ Researched product failures- Authored Engineering Product Action Requests

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  University Of Massachusetts Lowell

  Information Technology