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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

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 

Description & Qualifications


About the Role:
UKG is seeking people who have a passion for providing world-class customer service. We are searching for someone that will be the liaison between our Global Support team and our customers. Successful candidates have the right mix of capabilities to deliver a world-class customer experience, possess outstanding communication skills, and exemplify a passion for assisting our customers and colleagues to promote UKG’s reputation of being a world-class HR and Workforce Management Solutions provider. This role supports our UKG Pro/UKG Ready Time and Payroll products as a member of our Rapid Response team. The employee must be able to work onsite at a UKG office location 5 days per week during training. Once training is complete, the employee must be able to work onsite at least 3 days per week.

Duties and Responsibilities:
• Service customers via inbound phone calls utilizing our internal article database for troubleshooting UKG Ready Time and Payroll products with a sense of urgency and attention to detail
• Communicate with UKG customers through various mediums (telephone, Salesforce interactions, email, etc.)
• Maintain professional communication with customers, including management-level personnel, through verbal and written interactions
• Accurately document and manage workload in a Customer Relationship Management system (CRM)
• Create and monitor customer tickets and dispatch to proper queue
• Juggle multiple tasks in a fast-paced, metrics-driven environment while adhering to standard operating procedures and policies
• Acquire and maintain knowledge of UKG Ready Time and Payroll products
• Build relationships across UKG and partner with additional technical teams to escalate issues to tier two support
• Participation in on-call rotations is required to provide occasional after-hours support


About You:
Basic Qualifications:
• 1+ years’ experience in a customer and/or technical support environment

Preferred Qualifications:
• Proficiency in Microsoft Suite Applications including, Word, Excel, Outlook, and Teams
• Knowledge of support tools such as Salesforce, RingCentral, or other remote access tools
• Experience with UKG Products (UKG Pro/UKG Ready) or related experience in the HCM Industry
• Demonstrated troubleshooting experience with Time & Attendance applications
• Prior experience managing a ticketing queue
• Knowledge of SQL
• Previous call center/ inbound support experience

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