B2B Customer Support Agent

UKG is hiring!

About

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of PeopleDoc, Ultimate Software, and Kronos, uniting three award-winning, employee-centered cultures. 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.

UKG (Ultimate Kronos Group) delivers HCM, payroll, HR service delivery, and workforce management solutions to drive better business outcomes, improve HR effectiveness, and create a more connected experience for everyone.
The company serves more than 50,000 customers across 165 countries.

Job Description

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software, PeopleDoc, and Kronos, uniting three 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? Learn more at www.ukg.com/careers

 

Job Description/ Job Summary:

PeopleDoc is looking for a B2B Support Agent to join our growing team in Paris. The Support Agent team at PeopleDoc is a part of the Customer Care team and is filled with dedicated and passionate people who take pride in going the extra mile to deliver outstanding service to our diverse customer base.

Being a B2B Support Agent means providing excellent service to our customers and contributing to the continuous improvement of the PeopleDoc and our products. You will be in direct contact with our customers on a daily basis and work closely with our Customer Care, Customer Success and R&D teams. We are looking for people who are interested in gaining further work experience and developing their competencies in an international workplace, and also positive and friendly people to have fun with the team!

Responsibilities:

  • Deliver high-level customer service via our ticketing system or phone to our clients about PeopleDoc products (PeopleDoc, PeopleDoc signatures, PeopleAsk…)
  • 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
  • Proactively maintain and update databases, contacts/distributions lists and internal tools
  • Liaise with internal teams to ensure notification/action and resolution of client issues
  • Actively take on additional responsibilities to improve our internal processes

Your Profile:

  • Minimum 1 year customer service experience, preferably B2B, working with SaaS or subscription products
  • Strong attention to detail while maintaining ability to multi-task
  • Experience with Zendesk and Github, or other ticketing systems
  • Strong technical aptitude - you are able to quickly learn and implement new technologies
  • You are a born ‘detective’ and love paying attention to details
  • Able to effectively communicate with all internal/external stakeholders from Sales, R&D, Marketing and Customer Engagement - and you do perceive cross-continental communication as a welcome challenge!
  • You thrive on responsibility
  • You are proactive, open and enjoy being involved with multiple tasks at the same time
  • Bilingual: Fluent in both written / oral French and English

 

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75010)
  • Experience: > 1 year