Product Support Representative

Why UKG

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

We are seeking a motivated and talented Technical Support Specialist to join our Product Support team. Your role is crucial in enhancing customer experience and ensuring product satisfaction. Reporting to the Product Support Manager, you will become an expert in the One View Platform, providing support and guidance to our platform end users. Your responsibilities include diagnosing and resolving issues, collaborating with Technology and Product Development teams, and ensuring effective communication with users. Your goal is to proactively address recurring questions and develop solutions to prevent them from arising again.

Please note this role is hybrid and the expectation is to visit the office three times per week at minimum. The working hours are from 9:00 to 17:30.

Key Responsibilities

• Provide technical support to One View Product users on raised requests.
• Organize and prioritize incoming technical support requests.
• Maintain clear and regular communication with users regarding request status.
• Analyze and validate technical support requests by reproducing use cases.
• Address complex configurations and technical challenges.
• Escalate and manage 3rd Level Support Requests when necessary.
• Become an expert in One View Product features and functionalities.
• Stay updated on new product features.
• Document and create troubleshooting articles.

• Minimum of 1 year experience in a product support role.
• High school diploma, general education degree, or equivalent.
• Strong analytical thinking and problem-solving skills.
• Excellent English communication skills, both written and verbal.
• Ability to work well in a team and independently.
• Commitment to delivering exceptional customer experience.
• Dynamic prioritization skills and ability to voice concerns and suggestions.
• Strong presentation skills.
• Optional: Experience with Zendesk.

• Excellent customer service skills.
• Strong organizational, multi-tasking, and planning abilities.
• Professional, motivated, and able to work on own initiative.
• Focused and results-oriented with a positive and empathetic attitude.
• Prompt response to customer concerns and effective troubleshooting.
• Ability to write and maintain documentation for client reference.
• High focus on quality and customer satisfaction.
• Experience with MS Office, databases like PostgreSQL or MySQL, and CRM/Enterprise software.

• 25 to 28 days of annual leave
• Medical coverage provided by Bulstrad for you and your dependents
• Life, AD&D, Disability & critical illness coverage provided by DZI
• Meal vouchers provided by Edenred - 150 BGN per month
• Employee Assistance Programs available 24/7
• Global Tuition Reimbursement program - up to 7,125 BGN per year
• Fertility support - up to 13,600 BGN
• Adoption assistance - up to 13,600 BGN
• UKG scholarship program
• Business travel insurance
• U choose program - 475 BGN every quarter to be spent on eligible items