Product Support Representative

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

UKG is seeking a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.

Responsibilities

• Put the customer in the fore front of everything you do driving world class Customer Satisfaction.
• Provide exceptional support based on agreed Service Level Agreements (SLAs) and key performance metrics.
• Develop product knowledge on UKG's HCM and Workforce Management solutions.
• Act as the first point of contact for customer support cases and requests
• Resolve cases expediently utilising best practice troubleshooting skills.
• Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication.
• Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps.
• Use internal tools to drive resolution and, or advance cases to next support level.
• Develop a subject-matter expertise in areas of the product enabling you to contribute to the overall team's readiness.
• Improve UKG's KCS knowledge base by creating, updating, and sharing of articles.
• Take on additional responsibilities as and when required.
• Maintain effective communication with management for issue escalation and resolution.
• Participation in an on-call rotation as required to provide occasional after-hours support.
• Available to work onsite at a UKG office location at least three days per week, including a Monday or a Friday

Qualifications

Basic Qualifications
• Minimum 1-year customer service experience
• Fluent in both written and oral English.
• Good technical or analytical aptitude
• Good organizational, time-management and planning skills
• Strong attention to detail.
• Excellent written, oral communication, listening and telephone skills.
• Ability to successfully work both independently and as part of a team.
• Strong computer skills including Office applications.
• Ability to perform in a fast-paced environment.
Preferred Qualifications
• Fluent in spoken and written French or German is a plus
• Experience working in a Technical Support organisation
• Experience working with Case Tracking systems.
• A quick learner able to analyze technical issues
• Proven record of high customer satisfaction and key performance metrics.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

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

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