Product Support Representative - Hybrid - Lowell, MA

General Information

Ref #:

20230033944

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Lowell - Massachusetts - United States

Description & Qualifications

Description

A Product Support Representative in UKG Pro WorkForce Management Classic provides world class expertise to our customers while supporting their WorkForce Management Time product. You play a key role in supporting our comprehensive WFM Classic solution, providing in-depth analysis and timely resolutions/workarounds for customer issues in areas such as: time sheet calculations, pay rules, interfaces, leave management, shift patterns and scheduling.

Primary/Essential Duties and Key Responsibilities: • Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise• Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures to provide accurate solutions to customers• Partner with Rapid Response team when there's a need to assist with high incoming call volume• Issue ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates• Responsible for entering and maintaining customer call problem/description detail integrity in call tracking system• Consistently model the highest levels of support orientation and professionalism• Adheres to Customer Success guidelines• Included in a weekly afterhours rotation, on average up to 5 weeks a year

Qualifications

Basic Qualifications: • 2-3 years' experience in a customer support environment• 2-3 years' experience in communicating with internal and external customers via email or telephone• 1-2 years relevant experience with HR/payroll systems or applications with equivalent complexities

Preferred Qualifications:• Current enrollment in a college/university degree program, completed degree or equivalent work experience• Experience managing multiple, high-priority customer issues • Knowledge of UKG Pro applications or equivalent applications and possess a high technical aptitude• Knowledge of Salesforce• Knowledge of MySQL a plus

Knowledge of Microsoft Window Operating Systems/Applications as well as communication applications

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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.

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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].