Technical Support Engineer (with French)

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.

Description
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. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.

Responsibilities
• Put the customer at the forefront of everything you do, driving world-class Customer Satisfaction.
• Provide exceptional support based on agreed Service Level Agreements (SLAs) and key performance metrics.
• Develop in-depth product knowledge of UKG's HCM and Workforce Management solutions.
• Resolve escalated issues from the Level 1 team.
• Resolve cases expediently utilising best practice troubleshooting skills.
• Collaborate and communicate with 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 and advance cases to Engineering.
• Develop subject-matter expertise in areas of the product that enable 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.
• Replicating customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
• Log product deficiencies and work with engineering to pursue acceptable resolutions.
• Maintain effective communication with management for issue escalation and resolution.
• Participation in an on-call rotation as required to provide occasional after-hours support.
• Available to work onsite at a UKG office location at least three days per week, including a Monday or a Friday

Basic Qualifications
• Excellent written, oral communication, listening and telephone skills.
• Fluent in both written and oral English and French
• Excellent analytical and problem-solving skills.
• Exceptional organizational, time-management and planning skills
• Strong attention to detail.
• Proven record of high customer satisfaction and key performance metrics.
• Minimum 3 years' experience in supporting SaaS solutions.
• Experience in successfully working independently and as part of a team.
• Strong computer skills, including Office applications.
• Ability to perform in a fast-paced environment.

Preferred Qualifications
• Fluent in spoken and written French or German is a plus
• Experience using or supporting Human Capital Management and Workforce Management solutions.
• Experience working with APIs is a plus
• Working knowledge of basic networking protocols, including TCP/IP, DNS, HTTP, SSH, SFTP, VPN
• Working knowledge of scripting languages (e.g. Python scripting).
• Experience working with Case Tracking systems.

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 [email protected]