Product Support Representative Iii

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 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 3-5 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 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 UKGCareers ukg com