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Snr Solution Support Specialist

General Information

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Job Type:

Regular-Full Time


London - United Kingdom - United Kingdom, United Kingdom - United Kingdom - Remote

Description & Qualifications


You directly support our customers using our HRSD solutions, including solutions utilization, analyse and troubleshoot possible technical issues or questions 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 champion 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 English.

- 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.

- Escalate customer dissatisfaction risks to relevant stakeholders.

- You'll have the ability to take at least one Subject Matter Expertise, reach top knowledge level, document it, work with the relevant HRSD team (CSM, IPM, POs …) to improve this solution/tool, offer expert training when needed


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 written / oral 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

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 or please call 1 (978) 250 9800.