Product Support Representative

General Information

Ref #:

20230034395

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Santa Ana - California - United States

Description & Qualifications

Description

About the Team:

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

About the Role:

The Product Support Representative is expected to deliver high quality support to our UKG Ready customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end user support for the UKG Ready Time and Labor, Human Resources and Payroll modules. This role requires sharp analysis, problem-determination, and troubleshooting skills. You must be able to work onsite at a UKG location at least 3 days/week.

Duties and Responsibilities: • The role will require the Product Support Representative to assist customers with the use and usability of our UKG Ready application• Diagnose, troubleshoot and resolve issues while providing exceptional service• Provide help desk support of assigned cases including outbound call backs, e-mails, chat and internal support tickets• Develop and maintain an intermediate level of knowledge of UKG Ready products• Document all interactions with accounts and create trail for others to follow• Use product knowledge and experience to resolve difficult tickets submitted by end-users while making use of problem-solving abilities• Timely, accurate, and complete responses to inquiries• Ability to successfully work both independently and as a part of a team

Qualifications

About You:

Basic Qualifications: • 1-3+ years' experience in a fast-paced customer service and/or technical support environment• Demonstrated dedication to customer service and experience managing customer relationships• Experience working in an environment which requires effective time management and the ability to multitask/prioritize projects

Preferred Qualifications: • 1-3+ years of experience using Time & Attendance, Payroll and/or Human Resource applications• Experience working with/in UKG Product suite• Demonstrated technical troubleshooting skills with a proficiency in successfully learning new technologies quickly• Bachelor's Degree preferred

Company Overview

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 www.ukg.com/careers #WeAreUKG

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 .

Colorado, New York, Washington, and California Pay Law

The pay range for this position in Colorado, New York, Washington and California is $19.04 per hour to $27.36 per hour, 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.

Disability Accommodation

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