Product Support Representative

Product Support RepresentativeGeneral InformationRef #:20240037986Travel Amount Required:NoneJob Type:Regular-Full TimeLocation:Atlanta - Georgia - United States, Lowell - Massachusetts - United States, Santa Ana - California - United States, St. Louis - Missouri - United States, Weston - Florida - United StatesCompany OverviewHere at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKGDescription & QualificationsDescriptionUKG is looking to hire a Product Support Representative to join our Global Support organization. Our team delivers exceptional end-user support to our UKG customers while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.The Product Support Representative will deliver exemplary support for the UKG Pro product. On this fast-paced team, the representative’s responsibilities include critical thinking, outstanding customer service, and troubleshooting skills to deliver quality customer assistance. The Product Support Representative must possess a strong passion for problem-solving, technology, and assisting others to enhance the customer experience. The U Krewer must be able to work onsite at least 3 days/week at a UKG facility.Duties and Responsibilities: Research, troubleshoot, and resolve customer requests for assistance with the UKG Pro product Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interactions Effectively use internal and external resources such as knowledge bases, user/admin manuals, and internet resources to troubleshoot cases Pivot quickly to address customer escalation requests Work collaboratively with teams to resolve technical issues while demonstrating best practices Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures Proactively listen and understand customer needs to ensure the best possible outcome Participation in on-call rotations is required to provide occasional after-hours supportQualificationsAbout You:Basic Qualifications: 2+ years’ experience in a fast-paced customer service and/or technical support environmentPreferred Qualifications: Experience working with/in UKG Product suite HR, Payroll, Time and Attendance, Benefits and/or HCM domain experience Fundamental Payroll Certification (FPC), Certified Payroll Professional (CPP) or Professional Human Resources (PHR), or other technical certifications Working knowledge of Salesforce Knowledge of SQL Bachelor's degree, Human Resources or Business Administration preferred Excellent oral/written communication skills Experience working in an environment that requires effective time management and the ability to multitask/prioritize projectsPay Transparency for Colorado, New York, Washington and CaliforniaThe pay range for this position in Colorado, New York, Washington and California is $19.43 to $27.91 per hour, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers.EEO StatementEqual Opportunity EmployerUltimate 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 origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOCKnowYourRightsscreenreader1020.pdf) and its supplement .View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf)UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .Disability AccommodationFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].