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Product Support Manager (fixed-term contract)

General information

Location:

Bracknell - Bracknell Forest - United Kingdom

Function:

Customer/Technical Support

Ref #:

20210019587

Description & Requirements

Description

We are seeking a Manager, Product Support to join our EMEA support management team in a temporary contract role. The Manager will be responsible for leading a technical team which supports external and internal customers for our Workforce Management products.
The Manager will provide stewardship for the daily operations and lead the team to deliver world-class customer service. This role will also be responsible for creating an environment which promotes and fosters the development and growth of team members to a sustained high level of performance.
The Manager’s leadership will be pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions.
Responsibilities
• Develop strategies, operating plans and manage the execution within the Technical Support team to provide consistently high-quality service which drives customer success.
• Provide guidance to team members on operational and technical challenges
• Communicate expectations clearly and effectively to achieve results
• Interface effectively with other technical teams, partners, and customers to provide total customer satisfaction
• Proficiently gather and analyse team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions and forecast future needs.
• Identify, document and implement process improvements which increase team efficiency, effectiveness and the customer experience
• Ensure that the team documents and manages all support requests, communications and actions in Salesforce, using established case management best practices to ensure expedited resolution of issues and positive customer experiences.
• Promote Knowledge Centred Service (KCS) practices – team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB
• Provide regular management updates and reports on team performance to the UKG Support leadership team
• Provide leadership in resolving issues related to inter-departmental workflow and processes
• Meet or exceed the established service level objectives for the Technical Support team
• Act as a primary management escalation resource for customer and internal feedback pertaining to the team
• Provide management coverage for standard and late shift patterns (late shift 11:30 – 20:00) and weekend coverage on an ongoing rotational basis

Qualifications

Qualifications
• Extensive experience and expert knowledge of customer support work processes and best practices needed to deliver great customer experiences in a high volume, mission critical technical support centre
• Advocate for operational excellence and passionate about customer service
• Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence and building strong customer relationships
• Excellent leadership, teamwork, influencing, mentoring and coaching skills.
• Experience in managing successful remote support teams
• Self-motivated, results-driven, detail-oriented, deadline-driven and action-oriented
• Proven ability to effectively multi-task and manage multiple priorities with tight time constraints
• Strong knowledge of support tools such as Salesforce Service Cloud and knowledge management systems
• Good knowledge of reporting and business analytics tools to generate operational reports
• Strong proficiency in Microsoft Office products including Word, PowerPoint and advanced Excel skills

Experience
• Extensive experience is required in a customer, product or technical support role
• Good tenure in a technical support management capacity for complex software applications. This would also include moderate experience in a leadership technical support role
• Extensive experience in developing and maintaining critical process documentation
• Prior management experience in a support environment working with customers to resolve problems related to enterprise business applications, is a plus
• Prior experience of working in a SaaS or cloud hosted environment, is a plus
• BA/BS degree in management, computer science, information technology or a related technical discipline such as engineering

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.

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