Product Support Representative

General Information

Ref #:

20230035039

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - United States, Branchburg - New Jersey - United States, Indianapolis - Indiana - United States, Lowell - Massachusetts - United States, Maitland - Florida - United States, St. Louis - Missouri - United States, Weston - Florida - United States

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

Description & Qualifications

Description

About the Role:

As a Product Support Representative, you'll be responsible for delivering top-notch telephone support on UKG SMB software, and integration products. We highly value outstanding customer service skills that promote customer satisfaction and retention. In this role, you'll focus on providing end-user support for the UKG Ready Time and Labor, Human Resources, and Payroll modules, with a special emphasis on Integrations, including various APIs (REST, SOAP), Dell Boomi, and Single Sign-On.

Duties and Responsibilities:• Offer comprehensive help desk support for assigned cases, including outbound callbacks, emails, and support tickets.• Utilize your knowledge and experience to efficiently resolve challenging problems submitted by end-users, leveraging your debugging and problem-solving abilities.• Independently research problems and identify their root causes using your problem-determination skills.• Provide timely, accurate, and complete responses to customer inquiries.• Be available for phone support during regularly scheduled shifts.• Maintain effective communication with management to ensure timely escalation and resolution of issues.

Qualifications

About you:

Basic Qualifications:• 2-3+ years of experience in a fast-paced technical support environment• Experience with managing workload through case system or other ticket-based applications• Proven ability to troubleshoot complex customer issues • Proficiency in Web and Microsoft Office Suite

Preferred Qualifications: • Desired experience with Dell Boomi• Previous experience with API (REST, SOAP)• Previous help desk experience is a plus• Expertise in Time & Attendance, Payroll, and/or Human Resource applications• A 4-year college degree is preferred

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].