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Product Support Representative

General Information

Ref #:

20230031373

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

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

Description & Qualifications

Description

A Product Support Representative III in UKG Pro Time & Attendance provides world class expertise to our customers while supporting their UKG Pro Time and Attendance product. You play a key role in supporting our comprehensive Time & Attendance solution, providing in-depth analysis and timely resolutions/workarounds for customer issues in areas such as: time sheet calculations, pay rules, interfaces, leave management, shift patterns and scheduling.

Primary Duties and Responsibilities: 
• Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise
• Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures to provide accurate solutions to customers
• Issue ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
• Responsible for entering and maintaining customer call problem/description detail integrity in call tracking system
• Consistently model the highest levels of support orientation and professionalism
• Adheres to Customer Success guidelines
• Included in a weekly after-hours rotation, on average up to 5 weeks a year

Qualifications

Qualifications:
• Excellent customer service skills
• Strong oral and written communication skills being able to communicate effectively via printed material, on the telephone, and over electronic services
• Experience in handling difficult or sensitive situations
• Manage client requests in an accurate and timely manner 
• Customer-focused, positive and professional attitude 
• Excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate.
• Ability to multitask, including multiple high priority issues and able to set and manage expectations
• Self-motivated with a desire to learn and develop new skills
• Knowledge of Microsoft Window Operating Systems/Applications as well as communication applications, 
• Microsoft SQL Server
• Relevant experience with Time systems or applications with equivalent complexities.
(Experience, Education, Certification, License and Training) 
• Experience in handling difficult or sensitive situations
• Relevant experience with Time systems or applications with equivalent complexities.
• Current enrollment in a college/university degree program, completed degree in relevant field, or equivalent work experience preferred.


Preferred Qualifications:
• Knowledge of UKG Pro applications or equivalent applications and possess a high technical aptitude
• Knowledge of Salesforce
• Knowledge of Transact SQL (T-SQL)

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 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 UKGCareers@ukg.com.

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