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 a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions.

Duties and Responsibilities:

• Put the customer in the fore front of everything you do driving world class Customer Satisfaction.

• Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPI's.

• Develop in-depth product knowledge on UKG's products.

• Be the first point of contact for support.

• Triage and resolve cases expediently utilizing best practice troubleshooting skills.

• Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication.

• Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps.

• Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering.

• Improve UKG's knowledge base by creating, updating, and sharing of articles.

• Take on additional responsibilities as and when required.

• Participation in on-call rotations is required to provide occasional after-hours support

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 and/or Payroll 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

Bilingual in English and French language required (both written and verbal)

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.

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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.

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].

The pay range for this position is $41,600.00 to $59,800.00, 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