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Solutions Support Representative

General Information

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Job Type:

Regular-Full Time


Atlanta - Georgia - United States, Santa Ana - California - United States, St. Louis - Missouri - United States, Weston - Florida - United States

Description & Qualifications


Job Summary:
The Solutions Support Representative II position requires a combination of skills, including mastery of UKG Pro -Core knowledge, as well as mastery of customer communication skills. Solutions Support Representatives provide world-class customer service through extreme ownership of issues along with a holistic approach to each item they manage within their customer base. The Solutions Support Representative II is the primary contact for all our Customers’ needs, and as such, they take ownership of issues regardless of what team the issue may reside. Along with ownership, the Solutions Support Representative II is required to maintain a holistic mindset, ensuring that the customer’s issue is not only resolved, but any downstream impacts of the issue are addressed. Solutions Support Representative II are generally held to higher standards of service and communication due to the combined visibility and sheer volume of business they support.

Primary/Essential Duties and Key Responsibilities:
• Manage and maintain our largest and most complex customers
• Provide world-class customer service with a proactive approach for customer satisfaction, technical expertise, and thorough and timely responses to customers
• Keep customer satisfaction at the core of every interaction
• Ensure daily workload and commitments have been completed timely and accurately within established requirements
• Perform excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate
• Call ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
• Enter and maintain customer issues with detailed integrity in the case management system
• Consistently model the highest levels of support orientation and professionalism
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery
• Develop strong relationships with internal partners and can communicate with all types of individuals via multiple communication methods


Required Qualifications:
Knowledge, Skills, and Abilities:
• 3-5 Years customer service experience
• 3-4 years Account Management Experience
• Experience with HR/Payroll
• Confidence and strong leadership abilities
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented

Experience, Education, Certification, License and Training
• BS/BA preferred or equivalent work experience
• Certification in the Payroll/HR industry a plus
• FPC/CPP certification

Preferred Qualifications:
• Strong leadership abilities
• Proactive focus

Physical Requirements:
• Sitting/Standing at a desk for the workday

Travel Requirements:
• None

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
UKG will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company’s online employment application, please contact
It has come to our attention that some people have been contacted online by persons impersonating job recruiters for UKG. These fraudulent “recruiters” have used Gmail accounts to contact, and have requested personal information, such as depositing a check to purchase work-related supplies. These are not legitimate recruiters or job offers, and do not represent UKG. To safely apply for and view open positions at UKG, please click “Apply" and follow the instructions. Note that our recruiter emails always come from an official email address.

Company 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