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Product Support Specialist

General information


Branchburg - New Jersey - USA


Customer Delivery/Implementation Services

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Description & Requirements


The Product Support Specialist delivers comprehensive high-quality support on UKG's SMB software and hardware products. The Product Support Specialist is expected to deliver high-quality support utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end-user troubleshooting and support for the UKG Ready Time and Labor, Human Resources, and Payroll modules.

• Help Desk support assigned cases including outbound callbacks, e-mails, and internal support tickets
• Strong ability to research problems independently and identify the root cause of issues using problem determination skills
• Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
• Timely, accurate, and complete responses to inquiries
• Consistently and effectively communicating with management to make sure issues are escalated and resolved
• The ability to assist the customer with the use and usability of our application, having the need to troubleshoot and resolve issues while providing exceptional service
• Ability to work both independently and as a part of a team


• 1-3+ years of experience using Time & Attendance, Payroll and/or Human Resource applications or related experience (domain knowledge in Payroll, Time & Labor, Scheduling, HR or Benefits strongly desired)
• Strong troubleshooting skills
• Basic network skills (knowledge of IP, Gateway, DNS)
• Previous help desk experience is desired
• Exceptional organizational, time-management and planning skills, strong attention to detail, excellent written and oral communication, listening and telephone skills
• Strong computer skills with proficiency in Web and Microsoft Office Suite
• 4-year college degree preferred

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

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 or please call 1 (978) 250 9800.