Product Support Representative

General Information

Ref #:

20240035877

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - United States, Lowell - Massachusetts - United States, Santa Ana - California - 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:

UKG is seeking people who have a passion for providing world-class customer service. We are searching for someone to be a frontline member of our Global Support team. Successful candidates have the right mix of capabilities to deliver a world-class customer experience; problem-solving capabilities, possess outstanding communication skills and exemplify a passion for assisting our customers and colleagues in promoting UKG's reputation of being a world-class HR and Workforce Management Solutions provider. This role supports our UKG Pro Payroll, Core and HR Solutions. You must be able to work onsite at a UKG office location at least 3 days per week.

Duties and Responsibilities:• Serve as the initial point of contact for customer inquiries related to Payroll, Core, and HR• Deliver exceptional support to our customers using various communication channels, such as phone, email, remote sessions, and our CRM (customer relationship management) system• Continuously acquire and expand knowledge of our UKG product offerings, support policies, and methods of support delivery• Monitor customer self-ticket creation queue• Demonstrate excellent customer service skills with a proactive approach to ensure customer satisfaction• Cultivate strong relationships with internal stakeholders and effectively communicate with individuals at all levels of the organization • Reach out to on-call technicians for urgent customer issues• Participation in on-call rotations is required to provide occasional after-hours support

Qualifications

About You:

Basic Qualifications:• 2-3+ years' experience in a fast-paced customer service and/or technical support environment• Demonstrated ability to problem-solve complex issues • 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• Willing to adhere to strict lunch / break schedule

Preferred Qualifications:• Experience working with/in UKG Product suite• HR, Payroll, and/or HCM domain experience• Previous IT help desk or software support experience• Knowledge of SQL • Knowledge of support tools such as Salesforce, RingCentral, or other remote access tools• Prior experience managing a ticketing queue• Certification in the Payroll/HR industry• BS/BA preferred

Pay Transparency for Colorado, New York, Washington and California

The pay range for this position in Colorado, New York, Washington and California is $23.08 per hour to $28.85 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.

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].