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.

Duties and 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

Basic Qualifications:
• 1-3 years customer service experience
• BS/BA preferred or equivalent work experience
• Experience with HR/Payroll
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented

Preferred Qualifications:
• 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
•Certification in the Payroll/HR industry a plus
• FPC Certification (recommended)
• Actively handles escalations and/or volunteers to provide direct case handling for customers who request dedicated support
• 1 year commitment to the Product Support Representative III role

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 www.ukg.com/careers  #WeAreUKG 

EEO Statement

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.