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Customer Support Specialist

General Information

Ref #:

20240038612

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Sofia - Bulgaria - Bulgaria, Varna - Bulgaria - Bulgaria

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers  #WeAreUKG 

Description & Qualifications

Description

The role:
As part of our Customer Service team, you are the voice of the customer within our company and vice versa. This role is pivotal to the customer experience and hinges on consistency, accuracy & timing.
We are looking for a motivated, talented, and driven Customer Support specialist to join our team. Reporting to the Customer Support Manager, you will become an expert in the One View Platform and provide expertise and support to our Platform End Users.
You’ll provide knowledge and usage tips, along with performing diagnostics on reported problems. You will then work to resolve those issues, which can include working closely with our Technology and Product teams.
Along with providing clear communication and excellent user service (internally and externally) your primary motive is to never receive the same question twice. You will regularly step back, look at the recurring questions and issues and develop solutions that address this.

Key Responsibilities :
- Be an expert in the features and functionality of the One View platform
- Provide One View Teams and One View Users support on One View Platform questions and issues
- Manage demand, with appropriate prioritization applied
- Analyze reported issues and carry out first level diagnostics before
determining next steps
- Collaborate with other One View teams, through formal and informal channels, to address issues and define next steps.

Qualifications

Qualifications:
- 1-3 years of technical support/customer-facing experience
- Proficiency in English is mandatory
- High school diploma or equivalent
- 2+ years working with or supporting enterprise platforms
- Excellent customer service skills Emphasis on quality, customer satisfaction, and knowledge accessibility
- Proficient in issue troubleshooting and documentation
- Zendesk experience is a strong asset

Profile:
- Strong organizational and multitasking abilities
- Contributes to process automation, efficiency, and quality control
- Facilitates self-service and community engagement for customers
- Results-oriented with a positive and empathetic attitude
- Analytical, solution-oriented, and eager to learn
- Self-motivated, professional, and adaptable team player
- Strong communication skills and relationship-building skills
- Driven by challenges to advance career
- Reliable, confident, and committed to exceptional customer service
- Ability to prioritize dynamically and offer constructive feedback

#LI-LR1

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 Know Your Rights 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.

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