Product Support Representative Iii

3 weeks ago

Pune Maharashtra, India Ultimate Kronos Group Full time

Troubleshooting and Support Provide advanced technical support troubleshooting to clients via cases tickets and quickly engaging clients Phone Screenshare and or Chat Diagnose and resolve complex issues related to our HCM software in a timely accurate and empathetic fashion Escalate unresolved issues to higher-level support or development teams as necessary Advance knowledge and add value by becoming proficient in multiple UKG product disciplines Participate in on-call rotations to support critical client needs after hours 2-5 times a year Client Interaction Initial contact and face of the company while intaking and diagnosing customer inquiries ensuring high levels of customer satisfaction Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases Documentation and Reporting Document all client interactions and troubleshooting steps in the support CRM Salesforce Generate and analyze reports leverage and update knowledge articles and provide comprehensive instructions and updates via case management Assist in real-time supporting and mentoring of peers Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement Assist with product enablement 4 years of experience in a service and or technical support role preferably in the HCM SaaS sector Extensive experience processing and or supporting Payroll HR Time tasks systems and processes Bachelor s degree in information technology Human Resources Finance Business Administration or a related field Relevant certifications such as Certified Payroll Professional CPP or Fundamental Payroll Certification FPC are highly desirable UKG Pro Experience or relative HCM product support exposure SQL scripting and data base experience with MS SQL Ability to thrive in a fast-paced high demand environment Capability to work independently and as part of a cohesive team Proficient in using support ticketing systems and CRM software Salesforce

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