Sr Product Support Representative

tstanding customer service skills and techniques that promote customer satisfaction and retention. This senior-level position requires a high degree of ownership, advanced troubleshooting expertise, independent decision-making, and the ability to manage complex customer escalations.
This position will provide end user support for the UKG Ready Time and Labor, Human Resource, and Payroll modules, while also serving as a Subject Matter Expert and escalation point within the team.
This employee must be able to work onsite at least 3 days/week at a UKG office location.

Duties and Responsibilities:
• Assist customers with the use and usability of our UKG Ready application
• Diagnose, troubleshoot, and resolve complex issues while providing exceptional service
• Provide help desk support of assigned cases including outbound call backs, e-mails, chat, and internal support tickets
• Handle direct client escalations with professionalism, urgency, and accountability
• Serve as the primary point of contact for high-impact or business-critical customer issues
• Develop and maintain an advanced level of knowledge of UKG Ready products across Time & Labor, HR, and Payroll modules
• Act as a Subject Matter Expert (SME) by providing guidance and support to junior associates and peers
• Mentor and support entry-level representatives in troubleshooting techniques, case management, and customer communication
• Monitor case aging and ensure proper documentation and workflow compliance
• Document all interactions with accounts and create a clear trail for others to follow
• Use advanced product knowledge and experience to resolve difficult and complex tickets submitted by end-users
• Partner cross-functionally with Product, Engineering, and other internal teams to drive issue resolution when required
• Identify recurring issues and contribute to process improvements and knowledge base documentation
• Provide timely, accurate, and complete responses to inquiries
• Work both independently and as part of a team
• Participation in on-call rotations may be required to provide occasional after-hours support

Basic Qualifications:
• 4+ years' experience in a fast-paced customer service and/or technical support environment
• Demonstrated advanced technical troubleshooting and problem-solving skills
• Demonstrated dedication to customer service and experience managing customer relationships and escalations
Preferred Qualifications:
• Experience working with/in UKG Product suite
• HR, Payroll, Time and Attendance, and/or HCM domain experience
• Previous help desk experience
• Strong computer skills with a proficiency in successfully learning new technologies quickly
• Exceptional organizational, time-management and planning skills with a strong attention to detail
• Excellent written, oral communication, listening and telephone skills
• Bachelor's Degree preferred

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]