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.

UKG is seeking people who have a passion for providing world-class customer service. We are searching for someone that will be the liaison between our Global Support team and our customers. Successful candidates have the right mix of capabilities to deliver a world-class customer experience, possess outstanding communication skills, and exemplify a passion for assisting our customers and colleagues to promote UKG's reputation of being a world-class HR and Workforce Management Solutions provider. This role will focus on supporting our UKG PRO WFM Team/Product.

Candidates must be able to work onsite a minimum of 3 days/week at a UKG office location

Duties and Responsibilities:
• Deliver customer support across various communication channels, including phone, chat, and email
• Employ critical thinking skills to troubleshoot software issues for clients
• Create and monitor customer tickets and dispatch to proper queue
• Maintain high-level knowledge of extensive UKG product suite
• Maintain professional communication with clients, including management-level personnel, through verbal and written interactions
• Accurately document and manage workload within a Customer Relationship Management system (CRM).
• Juggle multiple tasks in a fast-paced, metrics-driven environment while adhering to standard operating procedures and policies
• Build relationships across UKG
• Participation in on-call rotations is required to provide occasional after-hours support

About You:
Basic Qualifications:
• 1+ years' experience in a customer and/or technical support environment
• Demonstrated problem solving skills with an aptitude to resolve technical issues
• Experience working in an environment which requires effective time management

Preferred Qualifications:
• A Bachelor's or Associate's STEM (Science, Technology, Engineering, Math) degree
• Knowledge of operating systems, networking technologies/protocols, and software applications
• Knowledge of support tools such as Salesforce, RingCentral, ticketing systems or other remote access tools
• 1 to 2+ years' experience with UKG Products or related experience in the HCM Industry, or any other SaaS (software as a service) organization
• Familiarity with Oracle or SQL relational database management systems and SQL scripting
• Microsoft or Oracle certifications are a plus
• Language Portuguese (not required)

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!

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].

The pay range for this position is $34,400 to $52,000, 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://https://www.ukg.com/careers