Lead Product Support Representative

General Information

Ref #:

20230032856

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - United States, St. Louis - Missouri - United States, Weston - Florida - United States

Description & Qualifications

Description

The Lead Product Support Representative is a specialist serving to support UKG customers. Support may be delivered via phone, cases, or messaging. The role entails being part of a team and plays a crucial role in supporting our award-winning UKGPro Payroll, Core, and HR solutions as a Subject Matter Expert. The Lead Product Support Representative will provide in-depth analysis and timely resolutions/workarounds for customer issues. Additionally, this role will impact the team by helping to create or refine the processes and methodologies used within the organization.

Primary/Essential Duties and Key Responsibilities: • Work as a first point of customer contact for a team servicing Payroll, Core, and HR specific customer requests • Provide outstanding support to our customer base using a variety of platforms, including phone, e-mail, remote session, and CRM case management system • Maintain and grow knowledge in key subject matter areas for Payroll & HR• Provide excellent customer service by using soft skills refined over time as a support representative • Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms • Train, Monitor, & Mentor members of the team (both new & existing) to improve skills and promote adherence to team productivity & procedures • Participate in projects designed to create or improve existing processes and experiences within the team

Qualifications

Required Qualifications:

Knowledge, Skills, and Abilities:• 3+ years customer service experience • Demonstrated superior knowledge of UKGPro Payroll & HR applications • Confidence and strong leadership abilities • Strong verbal and written communication skills with demonstrated ability to communicate effectively• Ability to set and manage customer expectations• Effective collaboration and time management skills• Ability to multitask; can prioritize and juggle many tasks or projects at once • Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner • Highly motivated and team-oriented• Can lead teams and help guide technical and customer service skills for new team members

Experience, Education, Certification, License, and Training:• BS/BA preferred or equivalent work experience • Certification in the Payroll/HR industry is a plus • FPC Certification required

Physical Requirements: • No physical requirements other than sitting at a desk and computer the majority of the day.

Travel Requirements: • None

Disclaimer:

This job description has been written to reflect the current job accurately and includes the general nature of work performed. It is not designed to contain a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require other or different tasks to be performed when circumstances change.

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

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 .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].