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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


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.

**The employee must be able to work onsite 3 days/week at our Lowell, Massachusetts office**

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


Basic Qualifications:
• BS/AS or equivalent experience
• Experience in customer support and technical support environment
• 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

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