B2b Support Agent

**Description & Qualifications**:
Description

Job Summary:

- In direct contact with our customers using our solutions, you support them on solutions utilization, analyses and troubleshoot possible technical issues or question and escalate major outage and issues. Your main objective is to ensure a very high level of customer satisfaction in a timely manner.
- You strive to improve your technical knowledge in order to be able to understand and reply to any type of request, spreading knowledge to the team and become a herald in at least one Subject Matter Expertise.

Primary/Essential Duties and Key Responsibilities:

- Deliver very high-level customer service via our ticketing system or phone to our clients about UKG products primarily in French and secondarily in English
- Provide support based on agreed Service Level Agreements (SLAs), response time and quality. Detect, identify, troubleshoot or escalate technical issues encountered by our customers and follow-up accordingly
- Reply to How To questions using your pedagogy skills and Knowledge base
- Understand issues or questions that need to be oriented to other services (Technical Support Expert - INT, Post Go Live Services, Customer Success Manager )
- Escalate customer unsatisfaction risks to relevant stakeholder
- Maintain a very high level of teamwork and internal cooperation with other agents and HRSD employees
- Evaluate regularly you own work and look for self and team improvements
- After several months of experience, take at least one Subject Matter Expertise (SME), reach top knowledge level, document it, work with the relevant UKG team to improve this solution/tool, offer advises to other agents and expert training when needed
- Handle phone support for our clients, scheduled or not, inbound or outbound depending on the B2B team you’re in
- Lead at least 1 customer care initiative / financial year
- Take on improvement mission and additional responsibilities as needed

Travel Requirements:
Please estimate the percentage of time an employee in this position would be expected to travel.
- 1 or twice a year

Disclaimer:
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

**Qualifications**:
Required Qualifications:
(Knowledge, Skills and Abilities)
- Strong technical aptitude - you are able to quickly learn and analyze technical issues
- You are a ‘detective’ and love paying attention to details and putting them together to find the solution
- You make a point of honor in satisfying your customer with you solving skills
- You are able to effectively communicate with all internal/external stakeholders from Customer Engagement, Post-Go-live services, Integration Support, Product Owners and R&D - and you do perceive cross-continental communication as a welcome challenge
- You have a high sense of responsibility and confidentiality
- You are proactive, open and enjoy being involved with multiple tasks at the same time
- You are interested or have an understanding of Human Resources teams’ responsibilities and challenges
- You are a team worker
- You’re keen to work in English and in an US culture company

(Experience, Education, Certification, License and Training)
- Bachelor of sciences in Computer sciences, Information technology or information system, or master’s degree in sciences and strong computer/analytical skills
- Minimum 1-year customer service experience, preferably B2B, working with SaaS or subscription products
- Fluent in both written / oral French and English
- Experience with Zendesk and Jira, or other internal and external ticketing systems
- B2B Phone support experience is a plus

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?

EEO Statement

**Equal Opportunity Employer**

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national o