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Bilingual Product Support Representative

General Information

Ref #:


Travel Amount Required:


Job Type:

Regular-Full Time


Montreal - Quebec - Canada, Toronto - Ontario - Canada

Description & Qualifications


UKG is seeking individuals who have a passion for providing world-class customer service. In this role, you will be part of a team supporting our clients by adding value to Ultimate Kronos Group's reputation of being a world-class provider of Human Capital Management (HCM) and Payroll SaaS support.

To be successful in this fast-paced and high-volume environment, you need strong deductive reasoning, time management, and technical skills. We are searching for someone who enjoys taking initiative, is empathetic, detail-oriented, and understands that every interaction they make is an opportunity to add value to Ultimate Kronos Group's reputation of being a world-class provider of Human Capital Management (HCM) support.

In this position, we invest in your knowledge and development by sending new hires through our Rising Stars Program. The Rising Stars Program is a paid intensive training and mentoring program designed to take you from basic foundation training to job application. Our Rising Star trainees are provided with product, process, culture, and tools-based training needed for success in the Product Support Representative role at UKG.

Primary/Essential Duties and Key Responsibilities:
• Provide world-class customer support and experiences through various mediums (telephone, chat, email, etc.)
• Think critically to troubleshoot complex payroll software issues for clients while demonstrating speed and accuracy
• Professionally communicate with clients at management level and above both verbally and through written communication
• Multi-task in an effort to complete tasks and achieve goals in a fast-paced and metrics-driven environment
• Accurately document and manage workload in a Customer Relationship Management system (CRM)
• Take initiative to analyze available resources to make effective decisions that adhere to policies
• Work and remain focused under pressure while providing exceptional customer service


Required Qualifications:
• 1-2+ years customer service or technical support experience
• Eligible candidates must be within a commutable distance to our Toronto, or Montreal, office locations, but will enjoy a hybrid office work model
• Bilingual (English/French) with the ability to support customers both written and verbally
• Proficiency in Microsoft Suite Applications including, Word, Excel, Outlook, and Teams
• 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
• Ability to multitask; can prioritize and juggle many tasks or projects at once
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner

Preferred Qualifications:
• Certification in the Payroll/HR industry a plus
• Soft-phone systems (ring central)
• Inbound support experience

Experience, Education, Certification, License and Training:
• BS/BA preferred or equivalent work experience

Physical Requirements:
• No physical requirements other than sitting at a desk and computer the majority of the day.

Travel Requirements:
• None

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.


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? Learn more at

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. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email