Product Support Representative II

Job Description Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose people then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. 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 technical, analytical and customer service skills. This position involves providing end-user support for UKG's Pro Workforce Management solution requiring keen problem-solving abilities and a commitment to quality. Primary/Essential Duties And Key Responsibilities - Working hours will align with US business hours (9a-6p EST) and adjust by 1 hour to account for daylight savings time. - Serve as the first point of contact for our customers, providing support through various channels inbound phones, email and a callback model. - 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. - 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. Education, Certification And Additional Qualifications - Bachelor's degree required: BCom, BA, BSc. - Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word. - Customer support experience - Knowledge of SQL is a plus Growth And Development Opportunities At UKG, your professional growth is our priority. We offer a robust onboarding experience that includes in-depth training and personalized mentoring to set you up for success. Our commitment to your development doesn't stop therewe provide ongoing training aligned with product updates and support your long-term career advancement goals. Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow 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 [Confidential Information]