customer technical support jobs in sofia bg23 bulgaria

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Provide exceptional support based on agreed Service Level Agreements (SLAs) and key performance metrics. Develop in-depth product knowledge of UKG's HCM and Workforce Management solutions. Resolve escalated issues from the Level 1 team. Resolve cases expediently utilising best practice troubleshooting skills. Collaborate and communicate with 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 and advance cases to Engineering. Develop subject-matter expertise in areas of the product that enable 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. Take on additional responsibilities as and when required. Replicating customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review Log product deficiencies and work with engineering to pursue acceptable resolutions. Maintain effective communication with management for issue escalation and resolution. Participation in an on-call rotation as required to provide occasional after-hours support. Available to work onsite at a UKG office location at least three days per week, including a Monday or a Friday Excellent written, oral communication, listening and telephone skills. Fluent in both written and oral English Strong attention to detail. Proven record of high customer satisfaction and key performance metrics. Minimum 3 years' experience in supporting SaaS solutions. Experience in successfully working independently and as part of a team. Ability to perform in a fast-paced environment. 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Provide exceptional support based on agreed Service Level Agreements (SLAs and key performance metrics. Develop in-depth product knowledge on UKG's HCM and Workforce Management solutions. Act as the first point of contact for customer support cases and requests Triage and resolve cases expediently utilising 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. Use internal tools and resources to drive resolution and, or advance cases to next support level. Develop a subject-matter expertise in areas of the product enabling you to support others and contribute to the overall team's readiness. Improve UKG's KCS knowledge base by creating, updating, and sharing of articles. 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Provide exceptional support based on agreed Service Level Agreements (SLAs) and key performance metrics. Develop product knowledge on UKG's HCM and Workforce Management solutions. Act as the first point of contact for customer support cases and requests Resolve cases expediently utilising 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. Use internal tools to drive resolution and, or advance cases to next support level. Develop a subject-matter expertise in areas of the product enabling you to contribute to the overall team's readiness. Improve UKG's KCS knowledge base by creating, updating, and sharing of articles. Take on additional responsibilities as and when required. Maintain effective communication with management for issue escalation and resolution. Participation in an on-call rotation as required to provide occasional after-hours support. Available to work onsite at a UKG office location at least three days per week, including a Monday or a Friday Fluent in both written and oral English. Good technical or analytical aptitude Strong attention to detail. Excellent written, oral communication, listening and telephone skills. Ability to successfully work both independently and as part of a team. Ability to perform in a fast-paced environment. 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Maintain effective communication with senior management for issue escalation and resolution. Available to work onsite at a UKG office location at least three days per week, including a Monday or a Friday 8+ years' experience in a product support environment with a minimum of 5+ years in a people leadership role Excellent written, oral communication, listening and telephone skills. Fluent in both written and oral English. Strong attention to detail. Ability to build trust amongst your team, peers and key stakeholders Proven record of high customer satisfaction and key performance metrics. Proven track record of operational excellence. Excellent knowledge of customer support processes and best practices. Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence and building strong customer relationships Self-motivated and results-driven Ability to multi-task and prioritize critical tasks Strong knowledge of support tools such as CRM and knowledge management Fluent in spoken and written French is a plus Prior management experience in a support environment working with customers to resolve problems related to enterprise business applications, is a plus BA/BS degree in management, computer science, information technology or a related technical discipline such as engineering Proven experience in delivering great customer experiences in a high volume, mission critical product support environment.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "onsite", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379157938", "isPrivate": false, "latlongs": "42.6977082,23.3218675"}, {"id": 893379331953, "name": "Senior Integration Specialist", "location": "Bracknell,BRKSHE,United Kingdom of Great Britain and Nort", "locations": ["Bracknell,BRKSHE,United Kingdom of Great Britain and Nort", "Sofia,BG23,Bulgaria", "Varna,Bulgaria"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1735125951, "t_create": 1731952683, "ats_job_id": "e944c42c-8dc0-4dfe-ada3-1991557dcfcd", "display_job_id": "SRTEC010038", "type": "ATS", "id_locale": "SRTEC010038-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 HR and Workforce Management products. Be the first point of contact for support and distribute workload evenly within the team. Triage and resolve cases expediently utilising 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. Take on additional responsibilities as and when required. Be accountable to resolving escalated issues and research problems independently to identify root cause of issues using problem solving skills Timely, accurate, and complete responses to inquiries and full documentation of issues in UKG's Case Tracking System. Consistently and effectively communicating with management to make sure issues are escalated and resolved Replicating customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution Log product deficiencies and work with engineering to pursue acceptable resolutions Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications Working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms. Proven record of high customer satisfaction and KPI performance. Exceptional organizational, time-management and planning skills with a strong attention to detail needed. Excellent written, oral communication, listening and telephone skills. You are a born 'detective' and love paying attention to details and putting them together to find the solution. Ability to successfully work both independently and as part of a team. Ability to perform in a fast paced-environment. Experience with any of the following technologies; Dynatrace, BIRT report development, Splunk log management, WireShark, Fiddler. 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