Lead Product Support Representative

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.

Lead Product Support

Role Description:
The Lead Product Support plays an important role in the support team's daily operations. They are actively involved in the team's activities and indispensable to the Customer Success Support Organization. They champion UKG's culture, vision, and values.

Lead Product Supports is a domain expert that also excels in customer support by exhibiting strong leadership, efficient workflow management, assisting with case troubleshooting, ability to effectively train others on domain, product and customer service skills and participates in escalations & projects. excels in customer support by exhibiting strong leadership, efficient workflow management, assisting with troubleshooting cases, and participating in escalations, projects, and training. This position requires a positive, proactive and adaptable approach to handling various tasks in a fast-paced product support environment. Based on skills and availability, additional duties may be required.

Expectations:
• Close a minimum average of 50+ cases per month
• Maintain Customer experience responsibilities
• Act as a subject matter expert for the team specialized in the Payroll and HR domain
• Exhibit subject matter expertise on United States taxation, compensation and general legal practices
• Act as the main contact for customer escalations
• Clearly communicate trending issues to Tier 2, as needed
• Participate in projects focused on improving team processes and methodologies
• Continuously seeking opportunities for professional growth and development
• Create technical documentation and job aids to support a consistent approach
• Create and update support materials and tools
• Establish strong working relationships using various communication platforms
• Promote positivity
• Lead by example
• Participate in stretch assignments in leadership related activities
• Prioritize case workload
• Provide prompt support to both internal and external customers
• Serve as a mentor to other Product Support Representatives
• Ensure timely execution of processes
• Triage cases in the Queue to help maintain SLA's
• Disseminate product knowledge and feature releases
• Offer opportunities to solve problems and exchange ideas
• Proactively assist others in analyzing problems and resolving their root causes to prevent their recurrence
• Help on-board & train new support team members
• Promote adherence to team productivity & procedures
• Display confidence and professionalism
• Being an ally

Qualifications:
• 8+ years in HR/Payroll domain focused on US or Canada customer support
• Proficiency with Microsoft Office applications such as Word, and Excel
• Excellent customer service skills
• Excellent oral and written communication skills • Highly motivated and team oriented
• Ability to handle multiple tasks under tight deadlines

Certification and Training:
• FPC required
• CPP preferred

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 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 [email protected]