Sr Product Support Representative

As a Technical Support Specialist at UKG, you will play a crucial role in providing advanced technical support and troubleshooting for our HCM software to ensure high levels of customer satisfaction. Your responsibilities will include: - Providing advanced technical support/troubleshooting to clients via cases/tickets and engaging clients through Phone, Screenshare, and/or Chat in a timely and empathetic manner. - Diagnosing and resolving complex issues related to our HCM software and escalating unresolved issues to higher-level support or development teams when necessary. - Advancing knowledge and adding value by becoming proficient in multiple UKG product disciplines. - Participating in on-call rotations to support critical client needs after hours 2-5 times a year. In your role, you will also be responsible for: - Being the initial contact and face of the company while intaking and diagnosing customer inquiries to ensure high levels of customer satisfaction. - Conducting regular follow-ups with clients to ensure that issues are resolved and providing updates on ongoing cases. You will document all client interactions and troubleshooting steps in the support CRM (Salesforce), generate and analyze reports, update knowledge articles, and provide comprehensive instructions and updates via case management. Additionally, you will assist in the real-time support and mentoring of peers, stay updated on the latest features and updates of our HCM software, and provide feedback on operational processes for improvement. Qualifications required for this role include: - 6+ years of experience in a service and/or technical support role, preferably in the HCM SaaS sector. Preferred qualifications include: - Bachelor's degree in information technology, Human Resources, Finance, Business Administration, or a related field. - UKG Pro Experience or relative HCM product support exposure. - SQL scripting and database experience with MS SQL. - Ability to thrive in a fast-paced, high-demand environment. - Strong troubleshooting and problem-solving skills. - Excellent communication and interpersonal skills. - Capability to work independently and as part of a cohesive team. - Proficiency in using support ticketing systems and CRM software (Salesforce). At UKG, you will be part of a team that is on the cusp of something truly special. With a mission to inspire every organization to become a great place to work, our AI-powered product portfolio is designed to support customers of all sizes, industries, and geographies, propelling us into an even brighter tomorrow. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. If you require disability accommodation during the application and interview process, please email UKGCareers@ukg.com.,