Product Support Representative II

About UKG

• We prioritize your personal and professional thriving through our benefits.
• Our benefits include wellness programs and tuition reimbursement.
• We offer U Choose, a customizable expense reimbursement program for over 200+ needs, including student loan repayment, childcare, and pet insurance.
• Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice.
• We support you in doing the best work of your career.
• We are passionate about our purpose and committed to supporting what gives you purpose.
• We are united by purpose and inspired by you.

Role: Product Support Representative

• Play a crucial role in resolving client issues in a dynamic environment.
• Utilize exceptional analytical and customer service skills.
• Provide end-user support for the UKG Pro Payroll and Human Resources modules.
• Requires keen problem-solving abilities and a commitment to quality.

Growth and Development Opportunities

• We prioritize your professional growth and development.
• Comprehensive onboarding journey includes a paid intensive training and mentoring program.
• Committed to continuous development.
• Offer timely training for product enhancements.
• Support your career advancement goals.

Primary/Essential Duties and Key Responsibilities

• Serve as the first point of contact for our customers, providing support via inbound phone.
• Expand knowledge of product offerings, support policies, and delivery methods.
• Provide empathetic customer service to ensure customer satisfaction.
• Foster strong relationships with internal partners.
• Communicate effectively across all organizational levels.
• Utilize problem-solving skills to resolve complex customer queries.
• Thrive in a fast-paced, high-volume environment with precision and and accuracy.
• Efficiently leverage various technologies and multiple screens.
• Participate in internal and external training sessions as required.

Qualifications

• Proficient in English, with strong verbal and written communication skills.
• Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
• 1-3 years of customer service experience.
• Experience with US Payroll/Time and Labor/HR is advantageous.
• Demonstrated technical troubleshooting skills.
• Ability to set and manage customer expectations effectively.
• Strong collaboration and time management skills.
• Experience handling sensitive situations professionally and thoroughly.
• Highly motivated and team-oriented.
• Open to working in Eastern time zones.

Education, Certification and Additional Qualifications

• Bachelor's degree required (BCom, BA, BSc).
• Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, and Word.
• Inbound phone support experience.
• FPC or CPP Certification in the Payroll/HR industry is a plus.
• Knowledge of SQL is a plus.