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", "location": "Canada", "locations": ["Canada"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1733629539, "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": 893379152420, "name": "Sr Customer Success Manager", "location": "United States", "locations": ["United States"], "hot": 0, "department": "Relationship Mgmt.", "business_unit": "Relationship Mgmt.", "t_update": 1733635112, "t_create": 1730869133, "ats_job_id": "651b2780-b262-480d-af61-7213ca6fa4b0", "display_job_id": "SRCUS009852", "type": "ATS", "id_locale": "SRCUS009852-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. 3+ 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 at a level where you can advise system administrators and department leaders in leveraging key features and functionality. Preferably supporting a healthcare and Public Sector verticals 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 that leverage UKG Systems to effectively plan, schedule and manage their Workforce. An understanding of labor planning and scheduling practices within healthcare operations is a preferred experience and knowledge set. Your customer base will be working to effectively schedule their staff in a variety of Healthcare and/or Public Sector settings.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379152420", "isPrivate": false, "latlongs": "37.09024,-95.712891"}, {"id": 893379301096, "name": "Sr Solution Consultant - Pro HCM", "location": "Alpharetta,GA,United States", "locations": ["Alpharetta,GA,United States", "Atlanta,GA,United States", "Indianapolis,IN,United States", "Lowell,MA,United States", "Weston,FL,United States", "United States"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1733536292, "t_create": 1731902047, "ats_job_id": "cfba64a6-b049-4aa4-8339-151b66c14a64", "display_job_id": "SRSOL010016", "type": "ATS", "id_locale": "SRSOL010016-en", "job_description": "Utilize system application and consulting experience to guide internal and external customers to the best possible end solution Provide analytical and design expertise; system configuration; data mapping; testing and customer support of live payroll processing Provide timely follow-up and resolution of open project-related items Meet project task milestone and due dates Work collaboratively with customers and team members to achieve desired project results 3+ years of UltiPro/UKG Pro or other HCM software experience 3+ years of experience with SQL query and Transactional SQL Collaborate with HR, Payroll, IT, and other key stakeholders to understand business requirements and provide solutions Strong time management and organizational skills to deliver on multiple tasks and projects under tight deadlines Ability to handle ambiguity and adapt to changing requirements, processes, tools, and resources General Business Acumen LI-REMOTE", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379301096", "isPrivate": false, "latlongs": "34.0753762,-84.2940899"}, {"id": 893379188006, "name": "Solution Consultant - UKG Pro (Tax)", "location": "United States", "locations": ["United States"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1733594603, "t_create": 1731093733, "ats_job_id": "0743d48d-cc35-4e4a-a4a4-7ecf95457e1e", "display_job_id": "SOLUT009921", "type": "ATS", "id_locale": "SOLUT009921-en", "job_description": "Assist customers with various consulting projects ranging from low to high complexity with primary focus on Tax Adjustment Projects Utilize system application and consulting experience to guide internal and external customers to the best possible end solution Provide analytical and design expertise; system configuration; data mapping; testing and customer support of live payroll processing Provide timely follow-up and resolution of open project-related items Meet project task milestone and due dates Work collaboratively with customers and team members to achieve desired project results 2+ years of UltiPro/UKG Pro or other HCM software experience 3+ years of experience of prior tax knowledge and experience Understanding of tax adjustments Collaborate with HR, Payroll, IT, and other key stakeholders to understand business requirements and provide solutions Strong time management and organizational skills to deliver on multiple tasks and projects under tight deadlines Ability to handle ambiguity and adapt to changing requirements, processes, tools, and resources General Business Acumen LI-REMOTE", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379188006", "isPrivate": false, "latlongs": "37.09024,-95.712891"}, {"id": 893378441789, "name": "Customer Concierge Lead", "location": "United States", "locations": ["United States"], "hot": 0, "department": "Customer Success", "business_unit": "Customer Success", "t_update": 1733645472, "t_create": 1727197510, "ats_job_id": "a1a8880d-2c5a-4489-8807-7230e68da81e", "display_job_id": "CUSTO008467", "type": "ATS", "id_locale": "CUSTO008467-en", "job_description": null, "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893378441789", "isPrivate": false, "latlongs": "37.09024,-95.712891"}, {"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": 1733606044, "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": 893379180382, "name": "Customer Success Manager II", "location": "United States", "locations": ["United States"], "hot": 0, "department": "Customer Success", "business_unit": "Customer Success", "t_update": 1733657675, "t_create": 1731043237, "ats_job_id": "58b3cdd2-ade5-44ae-9a7b-072d1740f6f3", "display_job_id": "CUSTO009907", "type": "ATS", "id_locale": "CUSTO009907-en", "job_description": "Learn more at www.ukg.com/careers #WeAreUKG o Basic understanding of customer success principles. o Familiarity with UKG product suite and its core features. o Proficient at Microsoft Office Suite, Awareness of customer metrics and basic data analysis. o Relationship management for small to medium-sized accounts. o Identifying upselling and cross-selling opportunities. o Basic problem-solving and collaboration with internal teams. Abilities: o Ability to build and maintain relationships with key stakeholders. o Effective communication and advocacy for customer needs. o Ability to monitoring and analyze customer usage data and provide basic gap analysis. Education: Bachelor's degree in Business, Marketing, or related field. Experience: Minimum of 2 years of experience in customer success, account management, or related roles Basic experience with CRM systems and customer success tools. Relationship Management: o Handles a portfolio of SMB accounts o Proactively engages with customers, conducts reviews of new features, and addresses basic churn risks Customer Advocacy and Sentiment: o Advocates for customers by monitoring detailed metrics and working closely with internal teams to address needs. o Communicates status updates and get-well plans. Value Attainment and Optimization: o Maintains foundational knowledge of the product suite and offers best practices to maximize product adoption. o Identifies trends and communicates with UKG teams to advocate for customers. o Independently designs and implements customer success strategies, identifying areas of risk and opportunity.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379180382", "isPrivate": false, "latlongs": "37.09024,-95.712891"}, {"id": 893379349316, "name": "Customer Concierge", "location": "United States", "locations": ["United States"], "hot": 0, "department": "Relationship Mgmt.", "business_unit": "Relationship Mgmt.", "t_update": 1733655795, "t_create": 1731968189, "ats_job_id": "47742600-b334-417a-956f-a33e906656c9", "display_job_id": "CUSTO010040", "type": "ATS", "id_locale": "CUSTO010040-en", "job_description": "Serve as the initial point of contact for new customers during the welcome phase of onboarding, including initiating welcome outreach, sending welcome messages and packages, and a final welcome \"sendoff\" before transition to Services. Direct customer to content and enablement resources for customers to use for training/education and to help accelerate product adoption. Assist Sales, Presales, and Services teams in the Sales-to-Service handoff, including reviewing and consolidating documentation and setting up handoff meetings. Lead administrative tasks for internal teams, including coordinating the Project Manager introduction and answering administrative questions from customers. Gather customer feedback and insights to continuously improve the welcome process and overall customer experience. Bachelor's degree in business administration, Marketing, Sales, or related field B2B SaaS experience and familiarity with CRM tools (i.e. Salesforce) Strong communication, interpersonal, and problem-solving skills, with the ability to manage multiple priorities and deadlines Passion for delivering exceptional customer service UKG Sales org experience a plus", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893379349316", "isPrivate": false, "latlongs": "37.09024,-95.712891"}, {"id": 893379140719, "name": "Senior Manager of Customer Success (EMEA)", "location": "United Kingdom of Great Britain and Nort", "locations": ["United Kingdom of Great Britain and Nort"], "hot": 0, "department": "Customer Success", "business_unit": "Customer Success", "t_update": 1733656028, "t_create": 1730733606, "ats_job_id": "58f414a1-89e3-4190-acdd-f2c3721479a8", "display_job_id": "MGRCU009813", "type": "ATS", "id_locale": "MGRCU009813-en", "job_description": "Relationship Management Oversee and ensure the success of a portfolio of customer accounts, focusing on driving product adoption and maintaining high customer retention. Develop and maintain effective relationships with key contacts within customer organizations, including decision-makers and daily users. Participate in periodic business reviews with key customers in your team's portfolio. Understand customers' business objectives and advocate for their goals within the company. Customer Advocacy and Sentiment Monitor customer satisfaction metrics and collaborate with internal stakeholders to address customer needs. Act as the customer's voice within the company, communicating feedback to internal teams to drive improvements. Work closely with various teams to resolve customer risks and escalated issues promptly. Value Realization and Optimization Ensure your team helps customers utilize all available resources to maximize their use of our products. Maintain in-depth knowledge of the product's features, functionalities, and updates, and serve as a subject matter expert. Identify trends in customer usage and expectations and communicate these trends to relevant teams. Identify opportunities for customer expansion and optimization, and work with the sales team to develop appropriate leads. Minimum of 2 years of experience leading and managing teams or demonstrated leadership capabilities in a customer-facing role with the potential for growth into a leadership position. This role provides opportunities for career advancement and leadership development within the organization. At least 7 years of experience in a customer-facing role, such as account management or customer success, with specific experience in the SaaS HCM industry. Effectively communicate project updates, strategic plans, and performance metrics to senior management while fostering collaboration. Ability to work across multiple time zones. 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