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.

As a Product Support Specialist in Customer Success, you will be an integral part of our high performing team that provides world class support to our growing customer base utilizing our People Analytics tool. Your work will play a key role in providing timely solutions to our customers' reporting needs by using a consultative and troubleshooting approach. The applicant must be able to work onsite at UKG location at least 3 days/week

Responsibilities:

• Delivers a world class customer experience through case, email, phone, and chat channels that creates and retains partners for life

• Manages case queues and establishes case priorities in accordance with client service level agreements

• Diligently diagnoses, troubleshoots, and uses internal/external resources to recommend resolutions

• Educates and trains customers on resolution [best practices] and workarounds to create self-sufficiency

• Accurately documents case activity and follows through with commitments

• Collaborates with internal partners to expedite and champion customer needs

• Participates in product testing and provides feedback on analysis

• Mentors and trains new team members

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

Basic Qualifications:
• Bachelor's Degree or equivalent work experience
• 2+ years' experience in a fast-paced customer service/troubleshooting environment
• Exceptional technical skills and proficiency in MS Office

Preferred Qualifications:

• Excellent writing and verbal communication skills
• Strong problem solving and analytical skills
• Cognos Product Certification
• Experience working directly in a Payroll and/or Human Resource environment
• UKG Pro HRMS Payroll Software Knowledge
• Programming
• Coding

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.

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 to $59,800 USD, 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