Customer Support specialist

vor 2 Wochen

Stuttgart, Deutschland UKG Vollzeit

About

À UKG, notre priorité, ce sont les gens. UKG combine la force et linnovation dUltimate Software et de Kronos en réunissant deux cultures primées axées sur les employés. Nos employés forment un groupe extraordinaire de gens talentueux, énergiques et innovants qui ont à cœur bien plus que le travail. Nous nous efforçons de créer une culture dappartenance et une expérience pour les employés qui les responsabilisent. UKG compte plus de 13 000 employés dans le monde et est reconnue pour sa culture organisationnelle inclusive. Êtes-vous prêt.e à être inspiré.e? Apprenez-en plus au .

Job Description

We are seeking for a highly motivated, and customer-focused professional to join the Global Support team and offer support to our German market and German customers. 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 KPIs

Develop in-depth product knowledge on UKGs 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

Develop a Subject matter expertise in areas of the product enabling you to support/coach others and contribute to the overall teams readiness

Improve UKGs KCS knowledge base by creating, updating, and sharing of articles

Participate in other projects or take on additional responsibilities

Preferred Experience

Qualifications:

1-2 years customer service experience, working and supporting SaaS solutions

Proficiency in English and bilingual fluency in German are mandatory for addressing our German market.

Bachelor of sciences in Computer sciences, Information technology or information system, or in other sciences and strong computer/analytical skills

Strong computer skills including Office applications

Working knowledge of Zendesk / Salesforce / JIRA strongly appreciated

Your profile:

You are born detective and love paying attention to details and putting them together to find the solution

Good written, oral communication, listening and telephone skills

Excellent organizational, time-management and planning skills with a strong attention to detail needed

Analytical and problem-solving skills

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.

Additional Information

Contract Type: Full-Time Location: Paris, Stuttgart, Asse, Bracknell Education Level: Bachelor's Degree Experience: > 1 year Occasional remote authorized

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