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B2B Support Agent

General Information

Ref #:

20220028544

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Paris - Paris - France

Description & Qualifications

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 HRSD products in French (90%) and English (10%)
● 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 (Technical Support Expert - INT, Post Go Live Services, Customer Success Manager…)
● Escalate customer unsatisfaction risks to relevant stakeholder
● Maintain a very high level of teamwork and internal cooperation with other agents and HRSD employees
● Evaluate regularly you own work and look for self and team improvements
● After several months of experience, take at least one Subject Matter Expertise (SME), reach top knowledge level, document it, work with the relevant HRSD team (CSM, IPM, POs …) to improve this solution/tool, offer advises to other agents and expert training when needed
● Handle phone support for our clients, scheduled or not, inbound or outbound depending on the B2B team you’re in
● Lead at least 1 customer care initiative / financial year
● Take on improvement mission and additional responsibilities as needed

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 and pedagogy
● You are able to effectively communicate with all internal/external stakeholders from Customer Engagement, Post-Go-live services, Integration Support, Product Owners and R&D - 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
● You’re keen to work in English and in an US culture company

(Experience, Education, Certification, License and Training)
● Bachelor of sciences in Computer sciences, Information technology or information system, or master’s degree in 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

Company 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.

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