Product Support Representative Iii

**Description & Qualifications**:
Description

Job Summary

With this position, you will have the opportunity to enter a career where you:

- Enhance your customer service and account management skills
- Become an authority at solving US payroll, Benefits and HR-related issues
- Work with a highly engaged and collaborative team

Resolve user issues and questions with UKG Workforce Central and UKG Dimensions software, and hardware, as well as troubleshooting remote access and network connectivity related to the products by performing the following:
**Responsibilities**:

- Provide best-in-class customer service skills with a proactive approach to create exceptional customer satisfaction
- Isolate performance issues to determine the cause of hardware malfunctions
- Resolve remote access, printing, and network connectivity issues to the UKG software
- Log and track calls using problem management database, and maintain history records and related problem resolution in knowledge management database for future reference
- Maintain accuracy of the Help Desk SharePoint repository
- Effectively negotiate product issues between customer, support, and engineering
- Collaborate with team members to resolve more complex issues and escalate long running calls to management in a timely fashion to maintain SLA compliance
- Analyze and evaluate incident reports for trends and make recommendations to reduce Help desk incident rate through customer training

**Qualifications**:
Required Qualifications
5+ years voice based customer service experience
- Strong verbal and written communication skills with demonstrated ability to communicate effectively
- Ability to set and manage customer expectations
- Effective collaboration and time management skills when presented with multiple tasks
- Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
- Highly motivated and team oriented
- Possess high degree of technical skills that can be applied to perform tasks effectively
- Detail oriented, exhibiting strong organizational, problem-solving, and analytical skills
- Understands priorities and what is most important to both internal and external customers
- Must be coachable and willing to learn
- Superior interpersonal skills with the ability to work with various types of customers
- Problem solver enjoys helping others
- Great listener while showing attentiveness, flexibility, patience, and empathy
- Flexible to work in a 24 X 7 high energy work environment

Preferred Qualifications include
- Experience with large corporate payroll processing or benefits administration
- Knowledge of multi-state payroll tax laws
- Fluent in Spanish and/or French Canadian

Experience, Education, Certification, License and Training:

- BCom/BSc/BA degree
- Certification in Benefits Administration industry a plus
- FPC/CPP Certification preferred

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?

EEO Statement

**Equal Opportunity Employer**

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.