Product Support Representative II

Why UKG

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work mattersand so do you.

About The Role

As a Product Support Representative, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional technical, analytical and customer service skills. This position involves providing end-user support for UKG's Pro Workforce Management solution requiring keen problem-solving abilities and a commitment to quality.

Primary/Essential Duties And Key Responsibilities

• Working hours will align with EMEA business hours (8am-8pm UTC) and adjust by 1 hour to account for daylight savings time.
• Serve as the first point of contact for our customers, providing support through various channels inbound phones, email and a callback model.
• 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.
• 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 HCM and Workforce Management solutions 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.
  

Education, Certification And Additional Qualifications

• Bachelor's degree required: BCom, BA, BSc.
• Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word.
• Customer support experience
• Knowledge of SQL is a plus
  

Growth And Development Opportunities

At UKG, your professional growth is our priority. We offer a robust onboarding experience that includes in-depth training and personalized mentoring to set you up for success. Our commitment to your development doesn't stop therewe provide ongoing training aligned with product updates and support your long-term career advancement goals.

Company Overview

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry because great organizations know their workforce is their competitive edge. Learn more at ukg.com.UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.Disability Accommodation in the Application and Interview ProcessFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email [HIDDEN TEXT]