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Product Support Representative (PST)

General Information

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Job Type:

Regular-Full Time


Santa Ana - California - United States

Description & Qualifications


A Product Support Representative provides world class expertise to our customers while supporting their UKG Time product as a member of our Rapid Response Engagement Center. A RREC Time team member will play a key role in supporting our customer’s Time product needs as part of UKG Pro HCM suite of offerings. You will be providing accurate and timely resolutions for our customer’s issues. The qualified candidate is a team player who is highly motivated, and solution driven.

Primary/Essential Duties and Key Responsibilities:
• Hours of operation, 8:30am – 5:30pm Pacific
• Service customers by inbound phone calls utilizing our internal article database for troubleshooting their UKG Time products basic and sensitive issues.
• Provide exceptional quality support to internal and external customers, with a high degree of satisfaction and follow-up
• Acquire and maintain knowledge of Time product related changes and current department policies and procedures
• Attend internal and external department training sessions as required
• Knowledge base article creation and usage
• Participate in performance-related goal setting and achievement to meet personal and organizational goals and objectives.
• Adhere to Support Center Practices (SCP) guidelines
• Experience working in a fast paced team environment and ability to multi-task effectively
• Other duties may be assigned


• Excellent interpersonal skills and passion for customer service
• Excellent navigation, problem solving and troubleshooting skills
• Excellent customer service with exceptional follow-up skills
• Comfortable managing multiple, high-priority issues simultaneously
• Strong decision-making ability
• Highly organized, detail oriented and accurate
• Self-motivated with a desire to learn and develop new skills
• Experience using Time & Attendance, Payroll and/or Human Resource applications or related experience is a plus

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 is the Law 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