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Product Support Representative

General Information

Ref #:


Travel Amount Required:


Job Type:

Regular-Full Time


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

Description & Qualifications


UKG is seeking individuals who have a passion for providing world-class customer service. 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 UKG’s reputation of being a world-class HR and Workforce Management Solutions provider. This role supports our Workforce Central Team/Product.

Duties and Responsibilities:
• Provide world-class customer support and experiences through various mediums (telephone, chat, email, etc.)
• Think critically to troubleshoot 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:
• BS/AS or equivalent experience
• Experience in customer support and technical support environment or related skills
• Proficiency in Microsoft Suite Applications including, Word, Excel, Outlook and Teams
• Understanding of operating systems, networking technologies/protocols, and software applications
• Strong verbal and written communication skills with demonstrated ability to communicate effectively.
• Effective collaboration and time management skills

Preferred Qualifications:
• Experience with HR/Payroll/Timekeeping applications
• Familiarity with Oracle or SQL relational database management systems and SQL scripting
• Microsoft/Oracle certification is a plus
• Soft-phone systems (ring central)
• Inbound support experience

*1st shift (8:00 AM to 5:00 PM) and 2nd shift (11:00 AM-8:00 PM) are available*
**The employee must be able to work onsite at UKG's Lowell, MA or Maitland, FL facility at least 2 days/week**


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