Product Support Representative (night shift)

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 looking for a motivated, talented, and driven Customer Support specialist to join our team. Reporting to the Customer Support Manager, you will become an expert in the One View Platform and provide expertise and support to our Platform End Users. You'll provide knowledge and usage tips, along with performing diagnostics on reported problems. You will then work to resolve those issues, which can include working closely with our Technology and Product teams. Along with providing clear communication and excellent user service (internally and externally) your primary motive is to never receive the same question twice. You will regularly step back, look at the recurring questions and issues and develop solutions that address this.

• Be an expert in the features and functionality of the One View platform
• Provide One View Teams and One View Users support on One View Platform questions and issues
• Manage demand, with appropriate prioritization applied
• Analyze reported issues and carry out first level diagnostics before determining next steps
• Collaborate with other One View teams, through formal and informal channels, to address issues and define next steps
• Responding promptly with respect to the customer's concerns
• Troubleshooting common issues and directs clients' issues towards appropriate department if further assistance is needed
• Identifies problems and guides clients through corrective steps
• Writes and maintains documentation to improve client references
• Ensure the knowledge exposed to our customers is accessible & meets the highest standards
• Develop insights as to how knowledge can improve our customer's experience
• Contributing to process automation & efficiency
• Enhancing quality control process
• Enabling self-service & the Immedis community

• Excellent English written and verbal communication skills
• 1 to 3 years' experience post-graduate, in a technical support/customer facing role
• High school diploma, general education degree, or equivalent
• Analytical thinking & can add knowledge, solutions, and ideas
• Keen to grow, learn and develop in a challenging hypergrowth organization
• Works well in a team
• Wants a serious challenge to accelerate their career
• Strong Communicator & good at building Relationships
• Reliable, Confident & Consistent
• Committed to a great Customer Experience
• Dynamic ability to prioritize
• Not afraid to voice concerns and makes suggestions
• Has Strong presentation skills
• Wants to be part of an incredible journey, creating a world leading organization

• Zendesk experience
• Excellent customer service skills
• 2+ years' experience in working with or supporting enterprise platforms
• Strong organizational, multi-tasking and planning skills
• Must be motivated, professional, and able to work on own initiative, to take ownership and with the capacity to be a versatile team player: flexible, proactive, and pragmatic
• Focused and results oriented
• Maintaining a positive, confident, empathetic, respectful and professional attitude
• High focus on quality and customer satisfaction

• 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