Product Support Representative II

Job Description

Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your > Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose " a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose " people "then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. As a Product Support Representative, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional analytical and customer service skills. This position involves providing end-user support for the UKG Pro Payroll and Human Resources modules, requiring keen problem-solving abilities and a commitment to quality.Growth and Development Opportunities:At UKG, we prioritize your professional growth and development. Our comprehensive onboarding journey includes a paid intensive training and mentoring program, equipping you with the necessary skills for success. We are committed to your continuous development, offering timely training for product enhancements and supporting your career advancement goals.Primary/Essential Duties and Key Responsibilities: Serve as the first point of contact for our customers, providing support via inbound phone. Expand your knowledge of product offerings, support policies, and delivery methods. Provide empathetic customer service to ensure customer satisfaction. Foster strong relationships with internal partners and communicate effectively across all organizational levels. Utilize your problem-solving skills to resolve complex customer queries. Thrive in a fast-paced, high-volume environment with precision and accuracy. Efficiently leverage various technologies and multiple screens. Participate in internal and external training sessions as required.Qualifications: Proficient in English, with strong verbal and written communication skills. Ability to multitask and achieve goals in a fast-paced, metrics-driven environment. 1-3 years of customer service experience. Experience with US Payroll/Time and Labor/HR is advantageous. Demonstrated technical troubleshooting skills. Ability to set and manage customer expectations effectively. Strong collaboration and time management skills. Experience handling sensitive situations professionally and thoroughly. Highly motivated and team-oriented. Open to working in Eastern time zones.Education, Certification and Additional Qualifications: Bachelor's degree requiredBCom, BA, BSc. Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word. Inbound phone support experience FPC or CPP Certification in the Payroll/HR industry is a plus. Knowledge of SQL is a plus Where we're goingUKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! in the Application and Interview Process