Lead Product Support Representative

t experience. As an experienced member of our Global Support team, you'll bring expert-level domain knowledge and hands-on experience in the Human Capital Management (HCM) industry. Your innate ability to tackle complex customer issues will help drive exceptional customer satisfaction. This role supports our UKG Pro Payroll/HR product. Candidates must be able to work onsite a minimum of 3 days/week at a UKG office location.

Duties and Responsibilities:
• Problem Solving Excellence: Leverage payroll, HR or tax expertise, and industry-specific knowledge to ensure timely and comprehensive resolution of customer support issues
• Escalated Issue Management: Engage in escalated customer circumstances and drive to successful resolution
• Product Mastery: Attain expert-level proficiency across multiple UKG product lines
• Coaching and Mentorship: Positively influence peers through coaching and mentoring
• Product Enablement: Assist in product enablement efforts
• Adherence to Standards: Model adherence to standard operating procedures and policies
• After-Hours Support: Participate in on-call rotations for occasional after-hours support

Qualifications
Basic Qualifications:
• 5+ years of experience as a practitioner or software support with expert-level experience in at least one of the following domains: HCM, Payroll, HR and/or Taxes
• Proven track record of problem-solving complex issues
• Exceptional written and verbal communication and customer service skills
• Ability to effectively present in group settings
• Thrives working in a highly collaborative team environment

Preferred Qualifications:
• 3+ years of experience working with UKG Pro suite of products
• Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC), Professional in Human Resources (PHR) or equivalent certification
• Knowledge of support tools, such as Salesforce, RingCentral, and remote access tools
• Data analytics experience
• Knowledge of SQL and SQL Tools

EEO Statement

Equal Opportunity Employer

Ultimate 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 and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].