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 Talent Acquisition 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 2+ years' experience in a fast-paced customer service and/or technical support environment Demonstrated dedication to customer service and experience managing customer relationships Some experience in working with JIRA, SQL, Salesforce 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
