Product Support Representative

Product Support RepresentativeGeneral InformationRef #:20240038014Travel Amount Required:NoneJob Type:Regular-Full TimeLocation:Alpharetta - Georgia - United States, Atlanta - Georgia - United States, Branchburg - New Jersey - United States, Indianapolis - Indiana - United States, Lowell - Massachusetts - United States, Maitland - Florida - United States, Santa Ana - California - United States, Scottsdale - Arizona - United States, St. Louis - Missouri - United States, Weston - Florida - United StatesCompany OverviewHere 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 #WeAreUKGDescription & QualificationsDescriptionThe responsibility of the Product Support Representative is to establish and maintain a strong working relationship with our customer base. Support is primarily provided through telephone and internet connectivity using Salesforce. This role is part of a team that is crucial in supporting our award-winning UKGPro Payroll, Core, and HR solutions. As a Product Support Representative III, you will be responsible for providing in-depth analysis and timely resolutions or workarounds for customer issues. This position requires excellent analytical, problem-solving, and troubleshooting skills.In support of our culture, we are adopting a hybrid working model of 3 days per week on-site in one of our UKG offices, and 2 days per week can be remote.Job Responsibilities: Serve as the initial point of contact for customer inquiries related to Payroll, Core, and HR Deliver exceptional support to our customers using various communication channels, such as phone, email, remote sessions, and our CRM case management system Continuously acquire and expand knowledge of our product offerings, support policies, and methods of support delivery Demonstrate excellent customer service skills with a proactive approach to ensure customer satisfaction Cultivate strong relationships with internal stakeholders and effectively communicate with individuals at all levels of the organization using multiple communication platforms Participation in on-call rotations is required to provide occasional after-hours supportQualificationsBasic Qualifications: 2+ years of customer service experience 2+ years of software support experience Strong verbal and written communication skills with a demonstrated communication ability. Experience in handling demanding or sensitive situations in a professional, timely, and thorough manner Highly motivated and team-orientedPreferred Qualifications: Previous IT help desk experience Experience with HR/Payroll Knowledge of SQL and/or Salesforce Certification in the Payroll/HR industry BS/BA preferred or equivalent work experience#LI-HybridPay Transparency for Colorado, New York, Washington and CaliforniaThe pay range for this position in Colorado, New York, Washington and California is $40,400 to $58,500, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers.EEO StatementEqual Opportunity EmployerUltimate 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 (https://www.eeoc.gov/sites/default/files/2022-10/EEOCKnowYourRightsscreenreader1020.pdf) and its supplement .View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf)UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .Disability AccommodationFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.