Product Support Representative II
Job Description
Primary/Essential Duties and Key Responsibilities:
β’ Work as a first point of contact for a team servicing customers with the use and usability of our UKG Ready application.
β’ Work on support tickets, which may also include outbound call backs, e-mails, and chats.
β’ Acquire and expand knowledge of product offerings, support policies, and methods of support delivery.
β’ Provide excellent customer service skills with a proactive approach for customer satisfaction.
β’ Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms.
β’ Use product knowledge and experience to resolve difficult chats submitted by end-users while making use of problem-solving abilities.
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β’ Maintain the "Partners for Life" model by providing white-glove support.
β’ Work effectively within a fast-paced environment with a high degree of success
β’ Acquire and maintain knowledge of product related changes and current department policies and procedures
β’ Leverage various technologies and multiple screens efficiently.
β’ Attend internal and external department training sessions as required
Qualifications
β’ Proficient in English, encompassing writing, speaking, and comprehension
β’ Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment
β’ 1-3 years customer service experience
β’ Experience with US Payroll/Time and Labor/HR
β’ Demonstrate strong technical troubleshooting skills by breaking down the expected versus actual results, reproducing the issue, researching, and verifying the solution
β’ Confidence and strong leadership abilities
β’ Strong verbal and written communication skills with demonstrated ability to communicate effectively
β’ Ability to set and manage customer expectations
β’ Effective collaboration and time management skills
β’ Ability to multitask; can prioritize and juggle many tasks or projects at once
β’ Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
β’ Highly motivated and team oriented
β’ Open to working in EST time zones
Education and Certifications:
β’ Bachelor's degree required: BCom, BA, BSc.
β’ Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word
β’ Certification in the Payroll/HR industry a plus
Date Posted
10/12/2024
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