Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

　　 Description & Qualifications

　　Description

　　UKG is looking to hire a Product Support Representative to join our Global Support organization. Our team delivers exceptional end-user support to our UKG customers while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

　　The Product Support Representative delivers exemplary support for the UKG Pro product. On this fast-paced team, the representative's responsibilities include critical thinking, outstanding customer service, and troubleshooting skills to deliver quality customer assistance. The Product Support Representative must possess a strong passion for problem-solving, technology, and assisting others to enhance the customer experience. This employee must be able to work onsite at least 3 days/week at a UKG facility.

　　Duties and Responsibilities:

　　• Deliver timely solutions to customers while maintaining customer satisfaction

　　• Effectively assess technical situations and establish case priorities/severities in accordance with the customers' service level agreements

　　• Analyze customer configuration by effectively using internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the case

　　• Efficiently maintain caseload in adherence to departmental goals/policies

　　• Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interactions as detailed in Elements of Proper Case Administration

　　• Work individually and collaboratively with teams to solve technical issues while demonstrating best practices

　　• Proactively listening and understanding customer needs to ensure the best possible outcome

　　• Participation in on-call rotations is required to provide occasional after-hours support

　　Qualifications

　　About You:

　　Basic Qualifications:

　　• At least 2-3+ years' experience in a fast-paced customer service and/or technical support environment

　　• Experience with operating systems, networking technologies/protocols, and/or software applications

　　Preferred Qualifications:

　　• Knowledge of Human Resource and/or Payroll functions

　　• Excellent oral/written communication skills

　　• Sound analytical and organizational skills

　　• Experience working in an environment that requires effective time management and the ability to multitask/prioritize projects

　　• Familiarity with Oracle or SQL relational database management systems and SQL scripting

　　• BS/AS preferred

　　 EEO Statement

　　Equal Opportunity Employer

　　Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

　　View The EEO Know Your Rights poster and its supplement.

　　View the Pay Transparency Nondiscrimination Provision

　　UKG participates in E-Verify. View the E-Verify posters here .

　　 Disability Accommodation

　　For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].