Product Support Representative II

triage, delivering immediate value during customer interactions, and resolving or escalating issues appropriately to ensure a seamless customer experience.

Support provided in this role centers on application use, configuration assistance, and troubleshooting/diagnostic efforts for UKG Workforce Management (ProWFM) timekeeping solutions and related ancillary products. Representatives apply structured problem-solving techniques, supported by AI-powered tools and internal resources, to identify root causes, validate findings, and guide customers toward effective outcomes.

This role operates in a fast-paced, metrics-driven environment, emphasizing a phone-first approach to support as a key channel, alongside case-based and written interactions. Team members are expected to incorporate AI-powered tools into daily workflows to support troubleshooting, decision-making, and efficient case handling. Proficiency with AI is developed through training and coaching, with consistent use expected from day one.

Key Responsibilities
• Serve as a first point of contact for customer inquiries related to products supported via a phone-first approach and digital support channels, with a focus on rapid and effective triage.
• Utilize AI-assisted tools and internal resources to diagnose issues, validate findings, and guide next steps.
• Add value during first contact by clarifying issues, gathering required information, and resolving known problems when possible.
• Determine appropriate resolution paths, including timely escalation to higher support tiers when necessary.
• Provide empathetic, professional communication to customers during high-impact or time-sensitive situations.
• Document all case activity accurately and thoroughly, following established quality and knowledge practices.
• Maintain awareness of operational metrics, including SLA, CSAT, and OSAT, and contribute to meeting team performance goals.
• Collaborate with peers, senior support staff, and cross-functional partners to ensure smooth handoffs and continuity.
• Participate in required training, coaching, and continuous learning activities.
• Support after-hours or on-call rotations as scheduled to assist with critical customer needs.

Preferred Skills & Experience
• 1-3 years of product support experience
• Strong verbal and written communication skills, particularly in real-time customer interactions.
• Ability to remain calm, organized, and effective in high-volume or high-pressure environments.
• Comfort using AI-powered tools, knowledge bases, and guided workflows, with a willingness to learn and adapt.
• Analytical mindset with the ability to assess issues, identify patterns, and follow structured troubleshooting processes.
• Familiarity with CRM or case management systems (Salesforce experience helpful).

What We Value
• Empathy and a customer-first mindset.
• Strong judgment in determining resolution versus escalation.
• Attention to detail and commitment to quality case handling.
• Coachability, curiosity, and a willingness to learn.
• Collaboration and respect for shared team success

Growth & Development
UKG is committed to supporting your development from day one. This role includes a structured onboarding program, hands-on training, and ongoing coaching to build confidence in product knowledge, AI-assisted support practices, and customer engagement skills. As you grow, you'll gain exposure to more complex issues, expanded responsibilities, and future career opportunities within Support and across the organization.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

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]