Product Support Representative III

UKG is seeking a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions.Duties and Responsibilities:Put the customer in the fore front of everything you do driving world class Customer Satisfaction.Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPIs.Develop in-depth product knowledge on UKGs HR and Talent Acquisition products.Be the first point of contact for support.Triage and resolve cases expediently utilizing best practice troubleshooting skills.Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication.Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps.Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering.Improve UKGs knowledge base by creating, updating, and sharing of articles.Take on additional responsibilities as and when required.Participation in on-call rotations is required to provide occasional after-hours supportBasic Qualifications:2+ years experience in a fast-paced customer service and/or technical support environmentDemonstrated technical troubleshooting and/or problem-solving skillsDemonstrated dedication to customer service and experience managing customer relationshipsPreferred Qualifications:Experience working with/in UKG Product suiteSome experience in working with JIRA, SQL, SalesforceStrong computer skills with a proficiency in successfully learning new technologies quicklyExceptional organizational, time-management and planning skills with a strong attention to detailExcellent written, oral communication, listening and telephone skills

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