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Senior Product Support Specialist

General information


Lowell - Massachusetts - USA, Maitland - Florida - USA


Customer/Technical Support

Ref #:


Description & Requirements


The Senior Product Support Specialist is expected to deliver high quality support to our UKG Ready customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end user support for the UKG Ready Time and Labor modules.

• The role will require the Senior Product Support Specialist to assist customers with the use and usability of our UKG Ready application
• Provide help desk support of assigned cases including outbound call backs, e-mails, chat and internal support tickets
• Document all interactions with accounts and create trail for others to follow
• Ability to successfully work both independently and as a part of a team
• Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms
• Provide world-class customer service with a proactive approach for customer satisfaction, technical expertise, and thorough and timely responses to customers
• Perform excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate
• Acquire, maintain, and expand knowledge of the UKG Ready product offerings, current support policies, and methods of support delivery


• 3-5 years of experience using Time & Attendance applications or related experience preferred
• Strong demonstrated technical troubleshooting skills
• Exceptional organizational, time-management and planning skills with a strong attention to detail necessary
• Focus on customer service and satisfaction required
• Previous help desk, payroll processing administration or other HCM related responsibilities required experience is desired
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Strong decision-making, multi-tasking, analytical, and deductive reasoning skills


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.