Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
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About the role
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.
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.
Required Qualifications
• 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.
Preferred Qualifications
• 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.
Benefits
• 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 per year
• Adoption assistance
• UKG scholarship program
• Business travel insurance
• U choose program - 475 BGN every quarter to be spent on eligible items
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com