**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:**

As a Product Support Representative, you are a fully proficient individual contributor capable of independently managing a broad range of customer issues with our UKG One View software, including moderately complex cases. You operate with autonomy, demonstrate strong diagnostic skills, and contribute to the overall quality and effectiveness of the Support team. This role requires strong platform expertise, consistent SLA performance, and the ability to identify patterns in recurring issues.

**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 12:00 PM to 8:30 PM Bulgaria shift (GMT+3)**

**Duties and Responsibilities:**

**Advanced Case Handling**

+ Resolve standard and moderately complex customer cases independently

+ Conduct detailed diagnostics before escalation

+ Collaborate cross-functionally when needed to resolve issues

+ Maintain SLA and CSAT performance while managing workload effectively

**Technical Knowledge & Contribution**

+ Maintain strong product knowledge across key modules

+ Use AI tools effectively to enhance resolution quality

+ Contribute to knowledge base updates

+ Share insights on recurring issues during team discussions

**Process & Quality Focus**

+ Ensure 100% escalation template compliance

+ Identify recurring issues and recommend improvements

+ Participate in QA calibration sessions

+ Support onboarding by answering technical questions from newer team members

**Requirements:**

+ 2–4 years’ experience in customer facing technical support or enterprise platform support

+ Strong troubleshooting and analytical skills

+ Proven ability to work independently

+ Strong customer communication skills

+ Experience collaborating with cross-functional teams

**What Success Looks Like:**

+ Maintains average 6 solved tickets per day

+ Achieves 90%+ CSAT

+ Resolves 70%+ urgent cases within 3 business days

+ Demonstrates consistent quality in escalations

+ Contributes to documentation and process improvements

+ Acts as a reliable resource for peers

**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 UKGCareers@ukg.com

The pay range for this position is €14,400 to €19,450, 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.