customer technical support jobs in varna 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 mentorship, training, and performance evaluations to team members. Foster a collaborative and positive work environment. Handle escalated customer inquiries and complex technical issues. Develop strong relationships with key customers and stakeholders. Implement customer feedback mechanisms to improve service delivery. Analyze support processes and identify areas for enhancement. Develop and implement best practices, workflows, and knowledge management resources. Monitor team performance metrics and make data-driven decisions to optimize support operations. Work closely with product management, engineering, and other departments to resolve technical issues and provide customer insights. Coordinate with cross-functional teams for product launches and updates. Prepare and present regular reports on team performance, customer satisfaction, and issue resolution to upper management. Track and analyze support trends to forecast needs and improvements. Design and conduct training sessions for new hires and ongoing training for existing staff on technical skills and customer service best practices. Stay updated on the latest technology trends and products to ensure the team is knowledgeable. Bachelor's degree in Computer Science, Information Technology, or a related field to customer relationship/support. Minimum of 3 years of experience in technical support or customer support. At least 2 years of experience in a managerial role within a technical support environment. Excellent problem-solving and analytical skills. Strong understanding of technical support tools and methodologies (e.g., ticketing systems, remote support tools). Exceptional communication and interpersonal skills, with the ability to convey technical information to non-technical users. Ability to manage multiple priorities and projects in a fast-paced environment. Experience with customer relationship management (CRM) systems. 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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. Take on additional responsibilities as and when required. Maintain effective communication with management for issues 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. Ability to successfully work both 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 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": 893379149669, "name": "Escalation Manager", "location": "Sofia,BG23,Bulgaria", "locations": ["Sofia,BG23,Bulgaria", "Varna,Bulgaria"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1733648315, "t_create": 1730833457, "ats_job_id": "bb5bbcc4-66ab-4f2e-b26e-87d1da4ba945", "display_job_id": "ESCAL009832", "type": "ATS", "id_locale": "ESCAL009832-en", "job_description": "Proactive engagement with a changing portfolio of large and complex customers addressing the issues of concern, and assuming full ownership and management of the customers' escalated issues. Arrange an introductory call to introduce the role, set expectations for the engagement, and establish an ongoing communications protocol and meeting cadence. Establish an agreed-upon list of issues to frame the engagement. Setting appropriate expectations for all stakeholders (internal and external) regarding issue resolution and the process of engagement. Planning & chairing internal & external customer issue meetings; conducting conference calls; maintaining detailed issues lists; generating executive and/or general summaries as well as providing report updates for all managed accounts. Identify resource needs across multiple technical teams to help facilitate issue resolution and case closures. Liaise with all technical resources associated with escalated account issues. Provide consistent and recorded communication on status and next steps to all parties involved. Champion and represent issues to Engineering and other UKG stakeholders on behalf of the customer. Medical coverage provided by Bulstrad for you and your dependents Life, AD&D, Disability & critical illness coverage provided by DZI Meal vouchers provided by Edenred - 150 BGN per month Employee Assistance Programs available 24/7 Global Tuition Reimbursement program - up to 7,125 BGN per year Fertility support - up to 13,600 BGN per year Adoption assistance UKG scholarship program Proven escalation management experience in fast paced software/technology environments. Excellent written, oral communication, listening and telephone skills. Fluent in both written and oral English Must be well organized, flexible and able to work multiple customer accounts in a fast-paced, time-sensitive environment. Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority. Communicate with senior management internally and externally. 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