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 looking to hire a Product Support Representative to join our Global Support organization. The Product Support Representative is expected to deliver high quality support to our UKG Ready customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end user support for the UKG Ready Time and Labor, Human Resources and Payroll modules.

This employee must be able to work onsite at least 3 days/week at a UKG office location

Duties and Responsibilities:
•Assist customers with the use and usability of our UKG Ready application
•Diagnose, troubleshoot, and resolve issues while providing exceptional service
•Provide help desk support of assigned cases including outbound call backs, e-mails, chat, and internal support tickets
•Develop and maintain an intermediate level of knowledge of UKG Ready products
•Document all interactions with accounts and create trail for others to follow
•Use product knowledge and experience to resolve difficult tickets submitted by end-users while making use of problem-solving abilities
•Provide timely, accurate, and complete responses to inquiries
•Work both independently and as a part of a team
•Participation in on-call rotations may be required to provide occasional after-hours support

About You:
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

Preferred Qualifications:
•Experience working with/in UKG Product suite
•HR, Payroll, Time and Attendance, and/or HCM domain experience
•Previous help desk 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
•Bachelor's Degree 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!

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster

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

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

The pay range for this position is $41,600 to $59,800, 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