Solution Support Specialist II

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 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. Fluent in spoken and written French or German is a plus Experience in supporting SaaS solutions. Experience using or supporting Human Capital Management and Workforce Management solutions. Experience working with Case Tracking systems. Excellentes compétences en communication écrite et orale, en écoute et au téléphone. Maîtrise courante de l'anglais (écrit et oral). Excellentes capacités d'analyse et de résolution de problèmes. Compétences exceptionnelles en organisation, gestion du temps et planification. Grande rigueur et souci du détail. Expérience avérée en matière de satisfaction client élevée et de respect des indicateurs clés de performance. Capacité à travailler efficacement aussi bien en autonomie qu'au sein d'une équipe. Solides compétences informatiques, notamment sur la suite Microsoft Office. Capacité à travailler dans un environnement dynamique. Maîtrise courante du français ou de l'allemand (oral et écrit) appréciée. Expérience dans le support de solutions SaaS. Expérience dans l'utilisation ou le support de solutions de gestion du capital humain (HCM) et de gestion des effectifs (WFM). Expérience de travail avec des systèmes de suivi de dossiers (ticketing).