Product Support Representative III

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 matters—and so do you.As a Product Support Specialist in Customer Success, you will be an integral part of our high performing team that provides world class support to our growing customer base utilizing our People Analytics tool. Your work will play a key role in providing timely solutions to our customers’ reporting needs by using a consultative and troubleshooting approach. The applicant must be able to work onsite at UKG location at least 3 days/week

Responsibilities

• Delivers a world class customer experience through case, email, phone, and chat channels that creates and retains “partners for life”
• Manages case queues and establishes case priorities in accordance with client service level agreements
• Diligently diagnoses, troubleshoots, and uses internal/external resources to recommend resolutions
• Educates and trains customers on resolution [best practices] and workarounds to create self-sufficiency
• Accurately documents case activity and follows through with commitments
• Collaborates with internal partners to expedite and champion customer needs
• Participates in product testing and provides feedback on analysis
• Mentors and trains new team members
• Participation in on-call rotations may be required to provide occasional after-hours support
  

Basic Qualifications

• Bachelor’s Degree or equivalent work experience
• 2+ years’ experience in a fast-paced customer service/troubleshooting environment
• Exceptional technical skills and proficiency in MS Office
  

Preferred Qualifications

• Excellent writing and verbal communication skills
• Strong problem solving and analytical skills
• Cognos Product Certification
• Experience working directly in a Payroll and/or Human Resource environment
• UKG Pro HRMS Payroll Software Knowledge
• Programming
• Coding
  

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 UKGCareers@ukg.com