Skip to content

B2B Support Agent

General information

Location:

Paris - Paris - France

Function:

Customer/Technical Support

Ref #:

20220023131

Description & Requirements

Description

Job Summary:

● In direct contact with our customers using our solutions, you support them on solutions utilization, analyses and troubleshoot possible technical issues or question and escalate major outage and issues. Your main objective is to ensure a very high level of customer satisfaction in a timely manner.
● You strive to improve your technical knowledge in order to be able to understand and reply to any type of request, spreading knowledge to the team and become a herald in at least one Subject Matter Expertise.


Primary/Essential Duties and Key Responsibilities:
● Deliver very high-level customer service via our ticketing system or phone to our clients about PeopleDoc products in French (95%) and English (5%)
● Provide support based on agreed Service Level Agreements (SLAs), response time and quality. Detect, identify, troubleshoot or escalate technical issues encountered by our customers and follow-up accordingly
● Reply to How to questions using your pedagogy skills and Knowledge base
● Understand issues or questions that need to be oriented to other services (Production support, Post Go Live Services, Customer Success Manager…)
● Escalate customer dissatisfaction risks to relevant stakeholder
● Maintain a very high level of team work and internal cooperation with other agents and PeopleDoc employees
● Evaluate regularly you own work and look for self and team improvements
● Take at least one Subject Matter Expertise, reach top knowledge level, document it, work with the relevant PeopleDoc team (CSM, IPM, POs …) to improve this solution/tool, offer expert training when needed
● Take on side improvement missions as needed
● Take on additional responsibilities as needed

Travel Requirements:
Please estimate the percentage of time an employee in this position would be expected to travel.
● 1 or twice a year

Disclaimer:
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
Please provide a likely breakdown of the activities the employee will perform in this job (must equal 100%)
Analyze and reply to customers request 70%
Offer support to other agents/colleagues 10%
Participate to the department activity and improvements 10%
Work on your subject matter expertise 10%
Other duties as assigned %

Accountability:
● Number of direct reports this job supervises? No
● Does this job have budget responsibility? If so, please indicate amount. No
● Decision making responsibilities:
o What decisions does this employee have complete authority to make?
o What decisions does this employee refer to others for approval?
o What management level provides work direction, reviews or approves work in progress or completed for an employee in this job?
Key Relationships:

● Internal Key Relationships
o Other B2B support Team Lead and Customer Care Delivery Managers, CSM IPM INT an PO teams
● External Key Relationships
o Customers

Qualifications

Required Qualifications:
(Knowledge, Skills and Abilities)
● Strong technical aptitude - you are able to quickly learn and analyze technical issues
● You are a born ‘detective’ and love paying attention to details and putting them together to find the solution
● You make a point of honor in satisfying your customer with you solving skills or pedagogy
● You are able to effectively communicate with all internal/external stakeholders from Sales, R&D, Marketing and Customer Engagement - and you do perceive cross-continental communication as a welcome challenge!
● You have a high sense of responsibility and confidentiality
● You are proactive, open and enjoy being involved with multiple tasks at the same time
● You are interested or have an understanding of Human Resources teams’ responsibilities and challenges
● You are a team worker
(Experience, Education, Certification, License and Training)
● Bachelor of sciences in Computer sciences, Information technology or information system, or master’s degree in other sciences and strong computer/analytical skills
● Minimum 1-year customer service experience, preferably B2B, working with SaaS or subscription products
● Fluent in both written / oral French and English
● Experience with Zendesk and Jira, or other internal and external ticketing systems
● B2B Phone support experience is a plus

Preferred Qualifications:

● Master’s degree in in Computer sciences, Information technology or information system
● 2 to 4 years customer service experience, preferably B2B, working with SaaS or subscription products
● Fluent in both written / oral French and English
● Experience with Zendesk and Jira, or other internal and external ticketing systems
● B2B Phone support experience

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

Apply