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Product Support Representative

General Information

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Job Type:

Regular-Full Time


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

Description & Qualifications


The Product Support Representative II delivers comprehensive, high quality support on UKG Workforce Central software and hardware products. On this fast-paced team, you will need to exemplify outstanding customer service skills as well as troubleshooting skills. You will have a passion for problem solving, technology, and helping others to promote an amazing customer experience.

• Deliver timely solutions to customers while maintaining customer satisfaction
• Effectively assess technical situations and establish case priorities/severities in accordance with their service level agreement
• Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem
• Manage case-load in adherence to departmental goals/policies
• Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interaction details
• Work individually and with a team to solve technical problems while communicating trending issues and best practices
• Add a personal touch to the support engagement
• Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment


• Ability to deliver superior customer service
• BS/AS or equivalent experience
• Understanding of operating systems, networking technologies/protocols, and software applications
• Familiarity with Oracle or SQL relational database management systems and SQL scripting
• Sound analytical and organizational skills
• Excellent oral/written communication skills
• Microsoft/Oracle certification is a plus

**1st shift and 2nd shift are available**
**2nd shift is 11 AM to 8 PM EST**

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 or please call 1 (978) 250 9800.