Product Support Representative Iii

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 Role Product Support Representative III We are seeking a highly skilled and motivated Product Support Representative to join our dynamic team in the Human Capital Management HCM SaaS sector The ideal candidate will have a passion for troubleshooting extensive payroll HR Tax experience and relevant certifications As a Product Support Representative you will be responsible for providing technical troubleshooting to our clients ensuring they have a seamless experience with our HCM software solutions by adding value to Ultimate Kronos Group s reputation of being a world-class provider of Human Capital Management HCM and Payroll SaaS support Duties Responsibilities 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 Training and Development o Assist in real-time supporting and mentoring of peers Stay updated on the latest features and updates of our HCM software Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement Assist with product enablement Basic Qualifications 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 Preferred Qualifications 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 Strong troubleshooting and problem-solving skills Excellent communication and interpersonal skills Capability to work independently and as part of a cohesive team Proficient in using support ticketing systems and CRM software Salesforce 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