Job Information
UKG Product Support Representative II in Varna, Bulgaria
Why UKG:
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
What are We Looking For?
As a Customer Support Specialist, you are responsible for delivering timely, accurate, and high-quality support to our platform users. You will build strong product knowledge, develop troubleshooting expertise, and contribute to a consistent and positive customer experience.
This role focuses on developing technical depth, strengthening problem-solving skills, and building autonomy in handling standard support cases.
Reporting to the Customer Support Manager, you will work closely with teammates to resolve customer issues and continuously improve your knowledge of the platform.
Key Responsibilities:
Case Handling & Customer Support
Resolve standard customer inquiries and platform-related issues
Apply first-level diagnostics to identify root causes
Escalate issues appropriately using defined processes
Manage workload according to priority and SLA expectations
Maintain consistent communication with customers throughout case lifecycle
Knowledge Development
Develop working knowledge of platform features and workflows
Leverage internal documentation and AI tools to improve case resolution
Contribute to improving existing knowledge articles
Attach relevant help documentation in customer responses
Quality & Process Adherence
Follow escalation templates and documentation standards
Meet team SLA and CSAT benchmarks
Participate in training and feedback sessions
Demonstrate steady improvement in efficiency and accuracy
Requirements:
1–2 years’ experience in a customer-facing or technical support role
Strong communication skills (written and verbal)
Analytical thinking and structured troubleshooting approach
Ability to prioritize and manage multiple tasks
Eagerness to learn and grow in a fast-paced environment
What Success Looks Like:
Consistently meets team ticket volume expectations
Achieves 90% CSAT target
Demonstrates growing autonomy in case resolution
Uses AI tools in 50% of cases
Escalates cases accurately and clearly
Shows measurable improvement in case quality and efficiency
Company Overview:
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
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 €13,100 to €17,650. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.