Product Support Representative III

ate strong diagnostic skills, and contribute to the overall quality and effectiveness of the Support team. This role requires strong platform expertise, consistent SLA performance, and the ability to identify patterns in recurring issues.

Key Responsibilities:

Advanced Case Handling

• Resolve standard and moderately complex customer cases independently

• Conduct detailed diagnostics before escalation

• Collaborate cross-functionally when needed to resolve issues

• Maintain SLA and CSAT performance while managing workload effectively

Technical Knowledge & Contribution

• Maintain strong product knowledge across key modules

• Use AI tools effectively to enhance resolution quality

• Contribute to knowledge base updates

• Share insights on recurring issues during team discussions

Process & Quality Focus

• Ensure 100% escalation template compliance

• Identify recurring issues and recommend improvements

• Participate in QA calibration sessions

• Support onboarding by answering technical questions from newer team members

Requirements:

• 2-4 years' experience in technical support or enterprise platform support

• Strong troubleshooting and analytical skills

• Proven ability to work independently

• Strong customer communication skills

• Experience collaborating with cross-functional teams

What Success Looks Like:

• Maintains average 6 solved tickets per day

• Achieves 90%+ CSAT

• Resolves 70%+ urgent cases within 3 business days

• Demonstrates consistent quality in escalations

• Contributes to documentation and process improvements

• Acts as a reliable resource for peers

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]

The pay range for this position is €14,400 to €19,450, The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://https://www.ukg.com/about-us/careers/benefits