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Product Support Representative

General Information

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Travel Amount Required:


Job Type:

Regular-Full Time


Lowell - Massachusetts - United States

Description & Qualifications


About the Team:
UKG is looking to hire a Product Support Representative to join our Global Support organization. Our team delivers high quality end-user support to our UKG Pro and Ready Product customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

About the Role:
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 UKG Pro and Ready Payroll, Tax, Benefits, and HR solutions. The Product Support Representative will provide in-depth analysis and timely resolutions/workarounds for customer issues. This role requires sharp analysis, problem-determination, and troubleshooting skills. You must be able to work onsite at a UKG location at least 3 days/week.

Duties and Responsibilities:
• Work as the customer contact for a team guiding users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions regarding Payroll, Tax, Benefits, 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 with a proactive approach to customer satisfaction
• Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms to research, troubleshoot, and resolve problems


About You:
Basic Qualifications:
• 1-3+ years’ experience in a fast-paced customer support and/or technical support environment
• Experience with communicating and setting expectations with internal and external customers via phone, email, chat, and/or remote session
• Experience with managing workload through case system or other ticket-based applications

Preferred Qualifications:
• Experience working with/in UKG Product suite
• HR, Payroll, and/or HCM domain experience
• Bachelor's Degree preferred
• Certification in the Payroll/HR industry (FPC/CPP)
• Knowledge of SQL and/or Salesforce

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at  #WeAreUKG 

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