Product Support Representative II

eady application (Time, Labor, HR, and Payroll modules), and ensuring an exceptional customer experience through every interaction.
This role requires strong communication skills, technical curiosity, and a results-driven mindset - balancing productivity goals with continuous learning and collaboration.
Primary Responsibilities

1. Customer Support Excellence
   Serve as the first point of contact for customer inquiries, primarily through voice-based channels.
   Demonstrate clear, confident, and empathetic communication while maintaining professionalism and customer trust.
   Take ownership of customer issues by investigating, troubleshooting, and identifying root causes through a methodical process of elimination before considering escalation.
   Manage interactions efficiently and provide timely, accurate resolutions to drive customer satisfaction and retention.
2. Domain & Technical Proficiency
   Apply analytical and problem-solving skills to investigate and reproduce customer-reported issues.
   Troubleshoot and resolve customer-reported issues across applications and systems, using a structured and analytical approach; familiarity with HCM domains such as US Payroll, Time & Labor, and HR is a strong plus.
   Collaborate with the Tier 2 team to escalate and resolve complex product or technical concerns.
   0-2 years of hands-on experience with US Payroll or HR systems. (Preferred but not required)
3. Performance & Productivity Focus
   Achieve and maintain high productive hours over the phone with customers.
   Consistently meet or exceed team KPIs for quality, response time, and resolution rate.
   Use remaining time effectively for research, learning, and skill enhancement.
   Demonstrate ownership and accountability for individual and team goals.
4. Process Adherence
   Follow all UKG policies, support protocols, and documentation standards.
   Complete assigned tasks, training, and certifications within required timelines.
   Participate actively in meetings, huddles, and process-improvement discussions.
5. Team Collaboration
   Contribute to a positive team culture by supporting peers and sharing knowledge.
   Collaborate across functions and geographies to enhance overall customer experience.
   Uphold the Partners for Life model through teamwork and customer advocacy.
6. Adaptability & Learning Mindset
   Thrive in a fast-paced, evolving environment with frequent product updates.
   Take initiative in learning new modules, technologies, and troubleshooting techniques.
   Embrace feedback and coaching to continuously improve.
7. Work Flexibility
   Willing to work Eastern Time Zone hours and follow a hybrid work model (minimum 3 days in office per week).
   Adapt to changing priorities and operational demands.Flexible to adjust work arrangements as per ongoing business and operational needs
   Qualifications
   2-3 years of experience in voice-based Technical support for US clients (mandatory).
   Strong verbal and written English communication skills.
   Demonstrated ability to multitask and meet performance goals in a metrics-driven environment.
   Strong analytical and technical troubleshooting abilities.
   Experience working in a tiered support environment, with hands-on responsibility in a Level 2 (L2) support role.
   Bachelor's degree (BCom, BA, BSc Computers).
   Proficient in Microsoft Suite (Outlook, Teams, Excel, Word).
   Certification in Payroll or HR systems is a plus.
   What Success Looks Like
   You build trust quickly with customers through clarity and ownership.
   You consistently meet or exceed KPIs while maintaining high customer satisfaction.
   You actively learn, adapt, and grow within the team.
   You contribute positively to the culture and success of the broader support 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]