Product Support Representative

Duties & Responsibilities:

• Provide advanced technical support/troubleshooting to clients via cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat)
• Diagnose and resolve complex issues related to our HCM software, in a timely, accurate, and empathetic fashion.
• Escalate unresolved issues to higher-level support or development teams, as necessary.
• Advance knowledge and add value by becoming proficient in multiple UKG product disciplines
• Participate in on-call rotations to support critical client needs after hours (2-5 times a year) Client Interaction:
• Initial contact and face of the company while intaking and diagnosing customer inquiries; ensuring high levels of customer satisfaction.
• Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases.

Documentation and Reporting:

• Document all client interactions and troubleshooting steps in the support CRM (Salesforce).
• Generate and analyze reports, leverage, and update knowledge articles, and provide comprehensive instructions and updates via case management.

Training and Development:

• Assist in real-time supporting and mentoring of peers.
• Stay updated on the latest features and updates of our HCM software.
• Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement.
• Assist with product enablement

Basic Qualifications:

• 4+ years of experience in a service and/or technical support role, preferably in the HCM SaaS sector.
• Extensive experience processing and/or supporting Payroll/HR/Time tasks, systems, and processes.

• Shift: Rotational

  (Cab facilities-both ways, night shift allowance applicable)