Product Support Representative II

About the Team

Join a talented, energetic, and innovative group managing a support team. This team is chartered to provide support services to the UKG Ready customer base. You'll oversee support resources in delivering exceptional customer product support and resolution in a fast-paced, high-volume environment. You'll also manage the dynamics of daily operations by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.

About the Role: Product Support Representative

This role involves fostering strong relationships with customers primarily through service requests and Salesforce connectivity. You're expected to deliver high-quality support to our UKG Ready customers, utilizing outstanding customer service skills and techniques that promote satisfaction and retention. You will provide end-user support for the UKG Ready Time and Labor, Human Resources, and Payroll modules, requiring sharp analysis, problem-determination, and troubleshooting skills.

Primary/Essential Duties and Key Responsibilities

• Work as a first point of contact for a team servicing customers with the use and usability of our UKG Ready application.
• Provide product support, which may include outbound call backs, e-mails, and internal support tickets.
• Acquire and expand knowledge of product offerings, support policies, and methods of support delivery.
• Deliver excellent customer service skills with a proactive approach for customer satisfaction.
• Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms.
• Use product knowledge and experience to resolve difficult queries submitted by end-users while making use of problem-solving abilities.
• Maintain the 'Partners for Life' model by providing white-glove support.
• Work effectively within a fast-paced environment with a high degree of success.
• Acquire and maintain knowledge of product-related changes and current department policies and procedures.
• Leverage various technologies and multiple screens efficiently.
• Attend internal and external department training sessions as required.

Qualifications

• Proficient in English, encompassing writing, speaking, and comprehension.
• Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment.
• One to three years customer service experience.
• Experience with US Payroll/Time and Labor/HR.
• Demonstrate strong technical troubleshooting skills by breaking down the expected versus actual results, reproducing the issue, researching, and verifying the solution.
• Confidence and strong leadership abilities.
• Strong verbal and written communication skills with demonstrated ability to communicate effectively.
• Ability to set and manage customer expectations.
• Effective collaboration and time management skills.
• Ability to multitask; can prioritize and juggle many tasks or projects at once.
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner.
• Highly motivated and team oriented.
• Open to working in EST time zones.

Education and Certifications

• Bachelor's degree required (BCom, BA, BSc).
• Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word.
• Certification in the Payroll/HR industry a plus