Product Support Representative - Payroll

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at https://www.ukg.com/careers  #WeAreUKG 

Description

UKG is looking to hire a Product Support Representative to join our Global Support organization. Our team delivers exceptional end-user support to our UKG customers while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

The Product Support Representative delivers exemplary support for the Workforce Dimensions HCM product. On this fast-paced team, the representative’s responsibilities include critical thinking, outstanding customer service, and troubleshooting skills to deliver quality customer assistance. The Product Support Representative must possess a strong passion for problem-solving, technology, and assisting others to enhance the customer experience.

This employee must be able to work onsite at least 3 days/week at a UKG facility

Duties and Responsibilities:
• Deliver timely solutions to customers while maintaining customer satisfaction
• Effectively assess technical situations and establish case priorities/severities in accordance with the customers’ service level agreements
• Analyze customer configuration by effectively using internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the case
• Efficiently maintain caseload in adherence to departmental goals/policies
• Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interactions as detailed in Elements of Proper Case Administration
• Work individually and collaboratively with teams to solve technical issues while demonstrating best practices
• Proactively listening and understanding customer needs to ensure the best possible outcome
• Late shift and on-call availability if needed

Qualifications

Basic Qualifications:
• At least 3-5 years experience in a fast-paced customer service and/or technical support environment
• Payroll processing knowledge
• Knowledge HR functions and previous experience in HR role
• BS/AS preferred, or equivalent experience
• Experience with operating systems, networking technologies/protocols, and software applications
• Sound analytical and organizational skills

Preferred Qualifications:
• FPC/CPP
• Excellent oral/written communication skills
• Experience working in an environment that requires effective time management and the ability to multitask/prioritize projects
• Familiarity with Oracle or SQL relational database management systems and SQL scripting

The pay range for this position in Colorado, New York, Washington and California is $39600 to $56900, 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://www.ukg.com/careers.

San Francisco Bay Area Pay Law

There is a different range applicable to specific work locations, within the San Francisco Bay area, the base pay range for this role in those locations is USD $45540 to $65435 per year.

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@https://ukg.com.