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Product Support Representative - Lowell, MA or Maitland, FL

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Lowell - Massachusetts - United States, Maitland - Florida - United States

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at  #WeAreUKG 

Description & Qualifications


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

Our Product Support Reps are a significant part of what keeps us running. They have a high intensity day, and you will often find yourself looking at the clock finding it hard to believe the day is already over. Ultimately, you are focused on:

•Deliver customer support across various communication channels, including phone, chat, and email

•Employ critical thinking skills to troubleshoot software issues for clients

•Create and monitor customer tickets and dispatch to proper queue

•Maintain high-level knowledge of extensive UKG product suite

•Maintain professional communication with clients, including management-level personnel, through verbal and written interactions

•Accurately document and manage workload within a Customer Relationship Management system (CRM).

•Juggle multiple tasks in a fast-paced, metrics-driven environment while adhering to standard operating procedures and policies

•Build relationships across UKG

•Participation in on-call rotations is required to provide occasional after-hours support


Basic Qualifications:

•1+ years’ experience in a customer and/or technical support environment

•Demonstrated problem solving skills with an aptitude to resolve technical issues

•Experience working in an environment which requires effective time management

Preferred Qualifications:

•A Bachelor's or Associate's STEM (Science, Technology, Engineering, Math) degree

•Knowledge of operating systems, networking technologies/protocols, and software applications

•Knowledge of support tools such as Salesforce, RingCentral, ticketing systems or other remote access tools

•1 to 2+ years’ experience with UKG Products or related experience in the HCM Industry, or any other SaaS (software as a service) organization

•Familiarity with Oracle or SQL relational database management systems and SQL scripting

•Microsoft or Oracle certifications are a plus

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