Solution Support Specialist

**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?

**Description & Qualifications**:
Description

Description:
We are seeking for a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team. As a member of this growing team, you help to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions.
Your Role:
Joining our support team, as a Customer Support Specialist, you will thrive in a dynamic and fast-paced environment. Your primary responsibility will be to deliver exceptional customer service and actively contribute to enhancing our products. You will have direct daily interaction with our customers and collaborate closely with our Customer Success and R&D teams to ensure customer satisfaction and product improvement.
On a daily basis you will:

- Put the customer in the fore front of everything you do driving world class Customer Satisfaction
- Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPI’s
- Develop in-depth product knowledge on UKG’s HR and Workforce Management products
- Triage and resolve cases expediently using best practice troubleshooting skills
- Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication
- Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps
- Utilise internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering
- Develop a Subject matter expertise in areas of the product enabling you to support/coach others and contribute to the overall team’s readiness
- Improve UKG’s KCS knowledge base by creating, updating, and sharing of articles
- Participate in other projects or take on additional responsibilities

**Qualifications**:
Qualifications:

- Bilingual German speaker, and fluency in English is required
- Bachelor of sciences in Computer sciences, Information technology or information system, or in other sciences and strong computer/analytical skills
- Minimum 1-year customer service experience, working and supporting SaaS solutions
- Working knowledge of Zendesk / Salesforce / JIRA strongly appreciated

We are looking for someone who has:

- Excellent written, oral communication, listening and telephone skills
- Exceptional organizational, time-management and planning skills with a strong attention to detail needed
- Excellent analytical and problem-solving skills
- You are born ‘detective’ and love paying attention to details and putting them together to find the solution
- Proven record of high customer satisfaction and KPI performance
- Ability to successfully work both independently and as part of a team
- Ability to perform in a fast paced-environment, you demonstrate agility and the ability to adapt quickly and effectively to change.
- You will enjoy a certain amount of flexibility in your work and will be expected to be in the office three times a week.

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**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.