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.

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

• 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).

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