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:
UKG is seeking a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions.
This is a hybrid position requiring 3 days a week in our Bracknell office and 2 days a week working from home.
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 support and distribute workload evenly within the team.
• Triage and resolve cases expediently utilising 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 .
• Utilise 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.
• Be accountable to resolving escalated issues and research problems independently to identify root cause of issues using problem solving skills
• Timely, accurate, and complete responses to inquiries and full documentation of issues in UKG's Case Tracking System. Consistently and effectively communicating with management to make sure issues are escalated and resolved
• Replicating customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
• Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution
• Log product deficiencies and work with engineering to pursue acceptable resolutions
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications
Qualifications:
• Experience in supporting SaaS solutions.
• Working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms.
• Proven record of high customer satisfaction and KPI performance.
• Excellent analytical and problem-solving skills.
• Exceptional organizational, time-management and planning skills with a strong attention to detail needed.
• Excellent written, oral communication, listening and telephone skills.
• You are a born 'detective' and love paying attention to details and putting them together to find the solution.
• Ability to successfully work both independently and as part of a team.
• Strong computer skills including Office applications.
• Experience working with Case Tracking systems.
• Ability to perform in a fast paced-environment.
Preferred skills:
• Experience with supporting and troubleshooting Boomi Integrations.
• Experience with any of the following technologies; Dynatrace, BIRT report development, Splunk log management, WireShark, Fiddler.
• Experience using or supporting UKG's HR and Workforce Management products.
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.