Technical Support Technician

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.

About the Role:
UKG is seeking a highly motivated, detail-oriented, and customer-focused Technical Support Technician to join our Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience in support of our UKG Pro WFM product. You will exhibit high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions.

This is a hybrid role. The employee will be expected to work onsite 3 days/week at UKG's Varna, Bulgaria office. The employee will also be expected to work 11:00 AM to 7:30 PM Bulgaria shift (GMT+3)

Duties and Responsibilities:• Put the customer in the fore front of everything you do driving world class Customer Satisfaction.
• Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPI's.
• Develop in-depth product knowledge on UKG's HR and Workforce Management products.
• Be the first point of contact for UKG Pro WFM support and distribute workload evenly within the team.
• Triage and resolve cases expediently utilizing best practice troubleshooting skills.
• Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication.
• Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps.
• Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering.
• Develop a Subject matter expertise in areas of the product enabling you to support/coach others and contribute to the overall team's readiness.
• Improve UKG's KCS knowledge base by creating, updating, and sharing of articles.
• Take on additional responsibilities as and when required.
• Work late shift and on call rotation as needed.