Technical Support Technician with German

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.

UKG is seeking a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.

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 performance metrics.
• 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

Qualifications
Basic Qualifications
• Excellent written, oral communication, listening and telephone skills.
• Fluent in both written and oral English.
• Excellent analytical and problem-solving skills.
• Exceptional organizational, time-management and planning skills
• 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.
• Strong computer skills including Office applications.
• Ability to perform in a fast-paced environment.

Preferred Qualifications
• Fluent in spoken and written German
• Experience in supporting SaaS solutions.
• Experience using or supporting Human Capital Management and Workforce Management solutions.
• Experience working with Case Tracking systems.

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 [email protected]