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Product Support Representative

General Information

Ref #:

20240036442

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Branchburg - New Jersey - United States, Lowell - Massachusetts - United States, Maitland - Florida - United States

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 

Description & Qualifications

Description

Job Summary:
UKG is seeking people who have a passion for providing world-class customer service. We are searching for someone to be a frontline member of our Global Support team. Successful candidates have the right mix of capabilities to deliver a world-class customer experience; problem-solving capabilities, possess outstanding communication skills and exemplify a passion for assisting our customers and colleagues in promoting UKG’s reputation of being a world-class HR and Workforce Management Solutions provider. This role supports our UKG Ready product, and works extensively with the Product and Engineering Development teams.
Duties and Responsibilities:
• Ability to solve customer issues and identify when to create Jira tickets and dispatch to the proper Product/Engineering team
• Build knowledge of extensive UKG product suite with skills in at least one key area
• Monitor customer self-ticket creation queue
• Reach out to on-call technicians for urgent customer issues
• Adhere to standard operating procedures and policies
• Build relationships across UKG, especially with the Product and Engineering Development teams
• Participation in on-call rotations is required to provide occasional after-hours support
• Willing to adhere to strict lunch / break schedule

Qualifications

Basic Qualifications:
• 2+ Years Experience in customer support or related experience/skills
• 1 to 2 years’ experience with UKG Products including intermediate knowledge of one payroll processing or workforce management
• 2+ years of experience managing a ticketing queue


Preferred Qualifications:
• Ability to multi-task
• Knowledge of support tools such as Salesforce, RingCentral, or other remote access tools
• Ability to present learning materials to colleagues and educate on features of UKG Products
• Problem Solving Skills
• Exceptional communication and customer service skills
• Open toward accepting feedback and coaching

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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