Product Support Representative Ii

Why UKG At UKG the work you do matters The code you ship the decisions you make and the care you show a customer all add up to real impact Today tens of millions of workers start and end their days with our workforce operating platform Helping people get paid grow in their careers and shape the future of their industries That s what we do We never stop learning We never stop challenging the norm We push for better and we celebrate the wins along the way Here you ll get flexibility that s real benefits you can count on and a team that succeeds together Because at UKG your work matters and so do you Product Support Representative About the Team Join a dedicated high-volume team committed to delivering accurate resolutions and exceptional customer service Our team enhances Ultimate Kronos Group s esteemed reputation as a leading provider of Human Capital Management HCM and Payroll SaaS support We value collaboration and teamwork fostering an environment where every member contributes to our collective success About the Role As a Product Support Representative you will play a crucial role in resolving client issues in a dynamic environment utilizing your exceptional analytical and customer service skills This position involves providing end-user support for the UKG Pro Payroll and Human Resources modules requiring keen problem-solving abilities and a commitment to quality Growth and Development Opportunities At UKG we prioritize your professional growth and development Our comprehensive onboarding journey includes a paid intensive training and mentoring program equipping you with the necessary skills for success We are committed to your continuous development offering timely training for product enhancements and supporting your career advancement goals Primary Essential Duties and Key Responsibilities Serve as the first point of contact for our customers providing support via inbound phone Expand your knowledge of product offerings support policies and delivery methods Provide empathetic customer service to ensure customer satisfaction Foster strong relationships with internal partners and communicate effectively across all organizational levels Utilize your problem-solving skills to resolve complex customer queries Thrive in a fast-paced high-volume environment with precision and accuracy Efficiently leverage various technologies and multiple screens Participate in internal and external training sessions as required Qualifications Proficient in English with strong verbal and written communication skills Ability to multitask and achieve goals in a fast-paced metrics-driven environment 1-3 years of customer service experience Experience with US Payroll Time and Labor HR is advantageous Demonstrated technical troubleshooting skills Ability to set and manage customer expectations effectively Strong collaboration and time management skills Experience handling sensitive situations professionally and thoroughly Highly motivated and team oriented Open to working in Eastern time zones Education Certification and Additional Qualifications Bachelor s degree required BCom BA BSc Proficient in Microsoft Suite Applications including Outlook Teams Excel Word Inbound phone support experience FPC or CPP Certification in the Payroll HR industry is a plus Knowledge of SQL is a plus Company Overview UKG is the Workforce Operating Platform that puts workforce understanding to work With the world s largest collection of workforce insights and people-first AI our ability to reveal unseen ways to build trust amplify productivity and empower talent is unmatched It s this expertise that equips our customers with the intelligence to solve any challenge in any industry because great organizations know their workforce is their competitive edge Learn more at ukg com UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace including the recruitment process Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process please email UKGCareers ukg com