Product Support Representative- Rising Stars

General Information

Ref #:

20240037769

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Santa Ana - California - 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

UKG is seeking people who have a passion for providing world-class customer service. We are searching for someone that will be the liaison between our Global Support team and our customers. Successful candidates have the right mix of capabilities to deliver a world-class customer experience, possess outstanding communication skills, and exemplify a passion for assisting our customers and colleagues to promote UKG's reputation of being a world-class HR and Workforce Management Solutions provider. This role supports our UKG ProTeam/Product.

In this position, we invest in your knowledge and development by sending new hires through our Rising Stars Program. The Rising Stars Program is a paid intensive training and mentoring program designed to take you from basic foundation training to job application. Our Rising Star trainees are provided with product, process, culture, and tools-based training needed for success in the Product Support Representative role at UKG. The training will be conducted in-office 5 days per week for the first 12 weeks. After successful completion of training, candidates will enjoy a flexible office/remote work model but must be able to work onsite at least 3 days per week in UKG's Santa Ana, CA office location.

Duties and Responsibilities:• Provide world-class customer support and experiences through various mediums (telephone, chat, email, etc.)• Think critically to troubleshoot complex payroll software issues for clients while demonstrating speed and accuracy• Maintain professional communication with clients, including management-level personnel, through verbal and written interactions• Accurately document and manage workload in a Customer Relationship Management system (CRM)• Create and monitor customer tickets and dispatch to proper queue• Juggle multiple tasks in a fast-paced, metrics-driven environment while adhering to standard operating procedures and policies• Maintain high-level knowledge of extensive UKG product suite• Build relationships across UKG• Participation in on-call rotations is required to provide occasional after-hours support

Qualifications

About You:

Basic Qualifications:• 1+ years' experience in a customer and/or technical support environment

Preferred Qualifications:• Proficiency in Microsoft Suite Applications including, Word, Excel, Outlook, and Teams• Knowledge of support tools such as Salesforce, RingCentral, or other remote access tools• Experience with UKG Products or related experience in the HCM Industry• Prior experience managing a ticketing queue• Prior experience with SQL• Previous call center/ inbound support experience

Pay Transparency for Colorado, New York, Washington and California

The pay range for this position in Colorado, New York, Washington and California is $16.06 to $25.00 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].