Skip to content

Product Support Specialist II

General information

Location:

USA - USA - Remote

Function:

Customer Success & Renewals

Ref #:

20210020913

Description & Requirements

Description

Ultimate Kronos Group is seeking a candidate to fill a Full-time, eastern time zone (EST) position within Customer Support on our Unified Solutions D.O.I.T. Team. Focusing on Custom Interface issues. This position requires outstanding technical acumen & troubleshooting ability, strong oral & written communication skills. You, the qualified candidate, need to be a team player who is highly motivated, extremely passionate about your work and be solution driven. Fulfilling a vital role in supporting our internal and external customers and team in areas including but not limited to: Payroll, HR, Benefits, Compliance, and Imports/Exports. Providing in-depth analysis and timely resolutions/workarounds for client-escalated issues.

• UKG Customer case resolution
• Knowledge base article creation and usage
• Creation & Cascading of documentation relevant to our internal & external customers
• Providing resources to ensure holistic solutions
• Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to internal and external customers
• Ability to efficiently and constructively engage with Leadership as well as other teams
• Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers

Qualifications

• Strong ability to review, diagnose & resolve SQL Stored Procedure issues
• Excellent technical ability & acumen
• Knowledge of Payroll, Human Resources & HR Benefits
• Experience in handling highly escalated, urgent, difficult or sensitive situations
• Experience in supporting customers and/or end users within a hosted, Software as a Service
• Experience with the UKGPro Human Capital Management system
• Experience in supporting customers and/or end users within a SaaS offering
• Comfortable managing multiple, high-priority issues
• Strong decision-making ability
• Excellent organizational and time management skills
• Ability to work scheduled after hours support
• Able to analyze with agility
• UKGPro HRMS Payroll Software knowledge
• UKGPro 3rd party benefits knowledge
• Bachelor’s Degree: MIS, CIS, CS preferred or equivalent work experience. If degreed, Computer Science, Information Systems or Business preferred
• Technical certifications
• Human Resources certifications
• Understanding of Salesforce
• Understanding of Microsoft applications (Office Suite)
• Working knowledge of Web Services
• Experience building Microsoft SQL Procedures
• Software development experience a plus

REMOTE

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

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 is the Law 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 or please call 1 (978) 250 9800.

Apply