Job Information
UKG Technical Support Technician 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.
About the Role:
UKG is seeking a highly motivated, detail-oriented, and customer-focused Technical Support Technician to join our Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience in support of our UKG Pro WFM product. You will exhibit high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions.
This is a hybrid role. The employee will be expected to work onsite 3 days/week at UKG's Varna, Bulgaria office. The employee will also be expected to work 11:00 AM to 7:30 PM Bulgaria shift (GMT+3)
Duties and Responsibilities:
• 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 UKG Pro WFM support and distribute workload evenly within the team.
• 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.
• 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.
• Work late shift and on call rotation as needed.
Basic Qualifications:
• 2+ years of technical support experience supporting SAAS solutions.
• Fluent in both written and oral English.
• Proven customer service skills with a record of high customer satisfaction and KPI performance.
• Strong computer skills including Microsoft Office applications.
Preferred Qualifications:
• Experience working with case tracking systems such as Salesforce.
• Knowledge of Human Capital Management (HCM) and Workforce Management (WFM) SAAS solutions.
• Ability to speak French, Spanish and/or German.
• Excellent analytical and problem-solving skills.
• Exceptional organizational, time-management and planning skills with a 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.
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 www.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 €15,800 to €21,300. 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.