Customer Support Representative

2 days ago

Pune, Maharashtra, India UKG Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role & responsibilities

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 UKGs Pro Workforce Management solution requiring keen problem-solving abilities and a commitment to quality.

  • Working hours will align with EMEA business hours (8am-8pm UTC) 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 HCM and Workforce Management solutions 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.

Preferred candidate profile

  • Bachelors degree required: BCom, BA, BSc.
  • Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word.
  • Customer support experience
  • Knowledge of SQL is a plus

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