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 

Description

About the Role:
We are seeking a customer-focused Product Support Representative to provide front-line support to external customers through incoming calls and cases supporting our Employee Benefits and Payroll products. You will be part of a team supporting our clients by adding value to UKG's reputation of being a world-class provider of Human Capital Management (HCM) support. The employee must be able to work onsite at least 3 days/week at a UKG office location.

Primary/Essential Duties and Key Responsibilities:
• Work as a first point of contact in support of various UKG products, primarily with the Benefit and Payroll Products
• Provide excellent customer service with an initiative-taking approach for customer satisfaction
• Strong troubleshooting and decision-making ability
• Detect, identify, troubleshoot, document, and escalate issues encountered by our customers and follow-up accordingly
• Support process and technology initiatives that will improve the operational performance of the team
• Actively take on additional responsibilities to improve our internal processes
• Liaise with internal teams to ensure notification/action and resolution of client issues
• Actively participate in the resolution of day-to-day issues that arise, including problems with customers benefit/talent platform, third party EDI’s, internal teams and our internal systems as needed
• Contribute to the continuous improvement of our products
• Participation in on-call rotations is required to provide occasional after-hours support

Qualifications

About You:
Basic Qualifications:
• 2-3+ years’ experience in a fast-paced customer or technical support environment
• Proficiency with Microsoft Office applications, especially Excel
• Previous customer-facing experience with the ability to set and manage customer expectations

Preferred Qualifications:
• Experience troubleshooting HR/Benefits software
• Experience with the UKG Pro products preferred, but not required.
• Knowledge of Payroll processes
• Salesforce Lightning experience
• SQL Server experience
• Experience managing difficult or time sensitive situations in a professional, prompt, and thorough manner
• Self-motivated and demonstrates initiative.
• Ability to independently manage day to day priorities and workload
• Able to quickly adapt or evolve to changing circumstances/environments

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