customer technical support jobs in remote

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Manage a team of highly engaged individuals tasked with providing front line Technical Product Support to our UKG Pro customers. Provide high level customer satisfaction to the UKG Pro customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization. Guide daily operations for the UKG Pro Support Team including analyzing metrics, staffing shifts, meetings, training, etc. Manage and facilitate satisfactory resolutions to customer's service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Global Technical Account Managers require for successful job performance. Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs. Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences. Offer and implement creative solutions within technical support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments. Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management. Participate in the interview and hiring process as well as an on-call rotation. Excellent interpersonal, motivational, and managerial skills with a staff of at least 5 to 10 employees. Ability to manage conflict situations constructively. Exhibit leadership qualities and earn the respect this empowered position requires. Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills. Must be able to be in office 3 days a week Extremely productive and able to complete tasks in a consistent and timely manner. Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules. Work well in a team environment as an equal contributor. Demonstrated track record in identifying and deploying leading edge support solutions. Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations. Work independently without direct supervision and with minimal guidelines. Promote customer goodwill through positive attitude, performance, and appearance Excellent customer skills and dedication to customer service.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893378414147", "isPrivate": false, "latlongs": "26.1003654,-80.3997748"}, {"id": 893379037034, "name": "Product Support Representative/Repr\u00e9sentant(e) au soutien des produits", "location": "Canada", "locations": ["Canada"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1735193757, "t_create": 1730101191, "ats_job_id": "adecd800-2158-48f5-8db5-d686971f10fb", "display_job_id": "PRODU009718", "type": "ATS", "id_locale": "PRODU009718-en", "job_description": "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 products. Be the first point of contact for support. Triage and resolve cases expediently utilizing 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. Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering. Improve UKG's knowledge base by creating, updating, and sharing of articles. Take on additional responsibilities as and when required. Participation in on-call rotations is required to provide occasional after-hours support Developper une connaissance approfondie des produits d'UKG. Analyser, prioriser et resoudre les cas rapidement en appliquant les meilleures pratiques en matiere de depannage. 2+ years' experience in a fast-paced customer service and/or technical support environment Demonstrated technical troubleshooting and/or problem-solving skills Demonstrated dedication to customer service and experience managing customer relationships Experience working with/in UKG Product suite HR and/or Payroll experience Strong computer skills with a proficiency in successfully learning new technologies quickly Exceptional organizational, time-management and planning skills with a strong attention to detail Excellent written, oral communication, listening and telephone skills French language preferred (both written and verbal) Experience de travail avec la suite de produits UKG Experience en ressources humaines et/ou en gestion de la paie.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379037034", "isPrivate": false, "latlongs": "56.130366,-106.346771"}, {"id": 893378888307, "name": "Lead Customer Success Manager- WFM Retail", "location": "United States", "locations": ["United States"], "hot": 0, "department": "Relationship Mgmt.", "business_unit": "Relationship Mgmt.", "t_update": 1735258926, "t_create": 1729165954, "ats_job_id": "95713bce-3721-4e63-aecd-d6ebb2255a4e", "display_job_id": "LEADC009551", "type": "ATS", "id_locale": "LEADC009551-en", "job_description": "Relationship Management: Independently develop and execute account strategies in collaboration with the Customer Account Manager, focusing on customer retention and strategic growth opportunities. Manage key stakeholder & influencer relationships for a portfolio of UKG customer accounts, focused on driving adoption of their solution. Proactively engage with assigned customers, including reviews of new features and product releases, product training consumption, support case trends, and executing campaigns to help address churn risk. Understand your customer's business objectives and serve as an advocate to advance those goals by providing valuable insights into their usage of the UKG product suite and through interaction with the appropriate UKG teams. Encourage customers to get the most out of their investment with UKG by participating in UKG in-person and virtual programs, such as UKG Aspire, Huddles, user groups, and other UKG events. Customer Advocacy and Sentiment: Monitor appropriate customer metrics and advocate with key UKG stakeholders to address customer needs. Act as the customer's voice within UKG, communicating feedback to internal teams to drive improvements. Collaborate with internal teams (e.g., Escalation Management, support, product, engineering to implement get-well plans and proactively communicating status updates to customers. Work closely with sales, marketing, product, and support teams to ensure a cohesive customer experience. Maintain current information related to system administrator sentiment, support case trends, risk management plans, and any relevant details in the appropriate UKG systems for transparency to various UKG teams. Value Attainment and Optimization: Educate customers on the UKG products and services available to them to maximize their return on investment. Maintain in-depth knowledge of the product's features, functionalities, and updates and serve as a liaison to answer or help navigate customer inquiries and provide explanations of product capabilities. Provide guidance and best practices to maximize product adoption and value realization. Identify trends related to customer usage of the UKG product suite and their expectations, advocating for customers by communicating with appropriate UKG teams based on those trends. Leverage reports, dashboards, and data analysis techniques to monitor customer usage patterns, providing strategic insights and recommendations to optimize product utilization and achieve business outcomes. Foster referenceable clients and identify customer expansion and optimization opportunities while working with UKG's sales organization to develop appropriate sales leads. Identify and recommend training sessions and workshops to educate customers on product features and functionalities. 5+ years working within an Enterprise Customer Success model (may vary by band/segment) Demonstrated success in managing complex customer relationships, achieving customer satisfaction, and driving customer retention and expansion. Excellent communication skills, both written and verbal, with the ability to engage and influence stakeholders at all levels of an organization. *Strong problem-solving and analytical skills, with the ability to navigate through ambiguity and provide effective solutions Ability to prioritize and manage multiple customer accounts simultaneously, while maintaining a high level of attention to detail *Experience working with CRM systems and customer success tools (e.g., Salesforce, Gainsight) Apply professional judgment to conduct initial technical triage, escalating issues to the appropriate stakeholders when necessary and ensuring that complex problems are resolved efficiently. Operate as a team player with a collaborative mindset and the ability to work effectively with cross-functional teams Excellent communication skills (English (others as needed by geography) - both written and verbal) and strong business acumen. Ability to understand HCM and WFM product suite, specifically in UKG PRO/WFM at a level where you can advise system administrators and department leaders in leveraging key features and functionality. Strong Relationship Building Skills; ability to build trusted relationships across UKG internal teams and multiple customer contacts. Strong attention to detail; manage and facilitate conference calls, capture and follow up on action items, and set appropriate expectations in escalated situations. Strong decision-making skills; ability to coordinate efforts across various functional teams and engage the appropriate resources to address escalated issues. Strong discovery and listening skills; demonstrated ability to ask effective discovery questions, understand the customer's business goals/priorities and anticipate the customer's needs. This role will be focused on clients thar leverage UKG Systems to effectively forecast, plan, schedule and manage their Workforce. An understanding of labor planning and scheduling practices within retail operations (hospitality, big box, specialty or grocery) is a preferred experience and knowledge set.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893378888307", "isPrivate": false, "latlongs": "37.09024,-95.712891"}, {"id": 893379537879, "name": "Sr Principal Customer Success Consultant", "location": "Bangalore,INKA,India", "locations": ["Bangalore,INKA,India"], "hot": 0, "department": "Customer Success", "business_unit": "Customer Success", "t_update": 1735250194, "t_create": 1733926508, "ats_job_id": "68e32096-9550-4660-ba15-bed05e51380a", "display_job_id": "SRPRI010410", "type": "ATS", "id_locale": "SRPRI010410-en", "job_description": "Strategic Account Management: Develop and execute strategic account plans to drive customer success and business outcomes for high-value and complex accounts. Executive Relationship Building: Establish and maintain strong relationships with senior executives and key stakeholders within customer organizations. Customer Advocacy and Insights: Act as a trusted advisor, providing strategic insights and recommendations to help customers optimize their use of UKG solutions. Cross-Functional Leadership: Collaborate with internal teams, including sales, product development, and support, to ensure a seamless customer experience and address any challenges. Renewals and Growth: Lead efforts to secure contract renewals and identify opportunities for upselling and cross-selling additional UKG products and services. Mentorship and Leadership: Mentor and guide junior customer success managers, sharing best practices and fostering a culture of continuous improvement. Performance Metrics and Reporting: Analyze customer success metrics and provide regular reports to internal stakeholders, highlighting successes and areas for improvement. Experience: 15+ years of experience in customer success, project management, account management or a related field, with a proven track record of managing large, complex customer accounts in India. Education: Bachelor's degree in Business, Communications, or a related field; a Master's degree is preferred. Exceptional interpersonal and communication skills, with the ability to influence and negotiate at all levels. Strong strategic thinking and problem-solving abilities. Deep understanding of UKG workforce management solutions is highly desirable. Technical Proficiency: Proficient in using CRM software and customer success tools. Travel: Ability to travel as needed to meet with customers and attend industry events.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379537879", "isPrivate": false, "latlongs": "12.9715987,77.5945627"}, {"id": 893378442048, "name": "Lead Solution Consultant", "location": "United Kingdom of Great Britain and Nort", "locations": ["United Kingdom of Great Britain and Nort"], "hot": 0, "department": "Customer Delivery/Implementation Services", "business_unit": "Customer Delivery/Implementation Services", "t_update": 1734974197, "t_create": 1727198303, "ats_job_id": "66174483-e36d-4e93-990b-672a1907eccf", "display_job_id": "LEADS008474", "type": "ATS", "id_locale": "LEADS008474-en", "job_description": "Lead and actively participate in Client Configuration design, build, test and deployment activities Work closely with other resources on new client implementation, upgrade, and change order projects Proactively consult on best practice methodology, configuration design and build activities to ensure client success Solution presenting Drive all client system requirements and collaborate with client and resources for project related decisions Utilize technical ability to prioritize issues and respond appropriately to multiple critical situations Research application questions by setting up scenarios and testing the application Analyze customer configurations and resolve or work around set up issues Provide significant transfer of product knowledge to our customers Bachelor's degree or equivalent work experience Experience in Workforce management software applications implementation Experience working with client/server and/or Web Based technologies, integration or implementations of Cloud based systems Consulting / customer interface experience Excellent technical understanding of Operating Systems, networking technologies, software applications and communication protocols Broad knowledge of labour management, HR / Payroll, ERP, or similar domain product/systems is a strong plus Excellent oral and written communication skills Fluency in English Native language: another European language to address our clients needs Travel up to 50% may be required", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893378442048", "isPrivate": false, "latlongs": "55.378051,-3.435973"}, {"id": 893379495396, "name": "Sr. Solution Consultant - WFM", "location": "United States", "locations": ["United States"], "hot": 0, "department": "Customer Delivery/Implementation Services", "business_unit": "Customer Delivery/Implementation Services", "t_update": 1735239254, "t_create": 1733392591, "ats_job_id": "bf64272b-313e-4059-9ee5-dbfec78f8f22", "display_job_id": "SRSOL010281", "type": "ATS", "id_locale": "SRSOL010281-en", "job_description": "Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose -- a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose -- people --then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. The Solution Consultant is responsible for implementing our UKG workforce management (WFM) solutions, for UKG customers. As the Solution Consultant, you will sculpt the design of the application and utilize the defined implementation process to meet the established implementation milestones and targeted completion dates. You will also work in a team environment to implement and support products that UKG sells to its customers and will work closely with the UKG Project Managers to complete tasks delegated by the Project Managers toward completing system implementations. Using professional concepts, implement software in various environments Perform business rule analysis Configure software applications Understand and configure software interfacing products Follow practices and procedures in analyzing a variety of business situations or data requiring a review of a variety of factors Provide knowledge transfer for customers Support customers on system configuration, industry specific features and system processes and procedures Research application questions and provide testing support to the customer team Utilize his/her technical ability to prioritize issues and respond appropriately to multiple critical situations Basic Qualifications: 3+ years of related work experience in a software environment Consulting/customer interface experience required Flexibility to travel as needed up to 25% Preferred Qualifications: Bachelor's Degree in technical discipline (or equivalent experience) and a minimum of 3+ years of related work experience Software applications implementation experience is preferred Interpersonal skills and technical product knowledge are critical to success Excellent oral and written communication skills Broad knowledge of time, scheduling, absence labor management, or similar domain product/systems is preferred Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! 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. The pay range for this position is $70,100 to $100,800, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. 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Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose -- a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose -- people --then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. The Lead Solution Consultant is responsible for implementing our UKG workforce management solutions, for UKG customers. As the Lead Solution Consultant, you will sculpt the design of the application and utilize the defined implementation process to meet the established implementation milestones and targeted completion dates. You will also work in a team environment to implement and support products that UKG sells to its customers and will work closely with the UKG Project Managers to complete tasks delegated by the Project Managers toward completing system implementations. 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Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! 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. 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