Repr\u00e9sentant(e) au soutien des produits (Bilingue)/Bilingual Product Support Representative

Fairygodboss; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading HR technology firm is seeking a detail-oriented customer support professional in Montreal. The role requires 2+ years of service experience and proficiency in both English and French. As a core member of the Global Support team, you will deliver world-class service, troubleshoot issues, and ensure customer satisfaction. This position includes collaborative problem-solving and the opportunity to work in an inclusive culture focused on purpose and well-being.

Benefits

Paid leave for new and adoptive parents

Unlimited paid time off

45% company match on 401(k) contributions

Qualifications

• 2+ years' experience in a fast-paced customer service or technical support environment.
• Demonstrated dedication to customer service and managing relationships.
• Must be bilingual in English and French.

Responsibilities

• Provide exceptional support based on SLAs and KPIs.
• Be the first point of contact for customer support.
• Triage and resolve cases using best practice troubleshooting.
• Collaborate with internal teams to progress customer issues.
• Update customers on the status of their inquiries.

Skills

Customer service expertise

Bilingual (English and French)

Technical troubleshooting skills

Strong communication skills

Job description

95% say women are treated fairly and equally to men

99% would recommend this company to other women

94% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

Paid leave for new and adoptive parents, medical coverage for IVF services & reimbursement to help offset adoption and surrogacy expenses.

45% company match on total employee 401(k) contributions up to the IRS annual limit.

Unlimited paid time off for you to rest, re-charge, and pursue your personal aspirations.

#893382967371

Position summary

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by 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.

Duties and 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 KPI's.
Develop in-depth product knowledge on UKG's products.
Be the first point of contact for support.
Triage and resolve cases expediently utilizing 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.
Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering.
Improve UKG's knowledge base by creating, updating, and sharing of articles.
Take on additional responsibilities as and when required.
Participation in on-call rotations is required to provide occasional after-hours support

Basic Qualifications:
2+ years' experience in a fast-paced customer service and/or technical support environment
Demonstrated technical troubleshooting and/or problem-solving skills
Demonstrated dedication to customer service and experience managing customer relationships
Must be bilingual in English and French

Preferred Qualifications:
Experience working with/in UKG Product suite
HR and/or Payroll experience
Strong computer skills with a proficiency in successfully learning new technologies quickly
Exceptional organizational, time-management and planning skills with a strong attention to detail
Excellent written, oral communication, listening and telephone skills

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration 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 origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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 [emailprotected] .

*Quebec candidates: While French is required for Quebec roles, use of the English language is also required due to the global nature of the business and the need to interact with UKG US headquarters and international sites.

95% say women are treated fairly and equally to men

99% would recommend this company to other women

94% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

Paid leave for new and adoptive parents, medical coverage for IVF services & reimbursement to help offset adoption and surrogacy expenses.

45% company match on total employee 401(k) contributions up to the IRS annual limit.

Unlimited paid time off for you to rest, re-charge, and pursue your personal aspirations.