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Product Support Representative

General Information

Ref #:

20220030367

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - United States, Lowell - Massachusetts - United States, Santa Ana - California - United States, St. Louis - Missouri - United States, Weston - Florida - United States

Description & Qualifications

Description

The Product Support Representative is responsible for building a strong working relationship with the customer base. Support is provided primarily by telephone and internet connectivity via Salesforce. The role will entail being part of a team that plays a key role in supporting our award-winning UKGPro Payroll, Core, and HR solutions. The Product Support Representative will be providing in-depth analysis and timely resolutions/workarounds for customer issues. This role requires sharp analysis, problem determination, and troubleshooting skills.

Primary/Essential Duties and Key Responsibilities:
• Work as a first point of customer contact for a team servicing Payroll, Core, and HR specific customer requests
• Provide stellar support to our customer base using a variety of platforms including phone, e-mail, remote session, and CRM case management system
• Acquire and expand knowledge of product offerings, support policies and methods of support delivery
• Provide excellent customer service skills with a proactive approach for customer satisfaction
• Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms

Qualifications

Required Qualifications:
• 1-3+ years customer service experience
• 1-3+ years software support experience
• Confidence and strong leadership abilities
• 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
• Highly motivated and team oriented

Experience, Education, Certification, License and Training:
• BS/BA preferred or equivalent work experience
• Certification in the Payroll/HR industry a plus

Preferred Qualifications:
• Previous IT help desk experience
• Experience with HR/Payroll
• Knowledge of SQL and/or Salesforce

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 www.ukg.com/careers

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 UKGCareers@ukg.com.

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