Product Support Representative II

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

What are We Looking For?
As a Customer Support Specialist, you are responsible for delivering timely, accurate, and high-quality support to our platform users. You will build strong product knowledge, develop troubleshooting expertise, and contribute to a consistent and positive customer experience.
This role focuses on developing technical depth, strengthening problem-solving skills, and building autonomy in handling standard support cases.
Reporting to the Customer Support Manager, you will work closely with teammates to resolve customer issues and continuously improve your knowledge of the platform.

Key Responsibilities:

Case Handling & Customer Support

• Resolve standard customer inquiries and platform-related issues
• Apply first-level diagnostics to identify root causes
• Escalate issues appropriately using defined processes
• Manage workload according to priority and SLA expectations
• Maintain consistent communication with customers throughout case lifecycle

• Develop working knowledge of platform features and workflows
• Leverage internal documentation and AI tools to improve case resolution
• Contribute to improving existing knowledge articles
• Attach relevant help documentation in customer responses

• Follow escalation templates and documentation standards
• Meet team SLA and CSAT benchmarks
• Participate in training and feedback sessions
• Demonstrate steady improvement in efficiency and accuracy

• 1-2 years' experience in a customer-facing or technical support role
• Strong communication skills (written and verbal)
• Analytical thinking and structured troubleshooting approach
• Ability to prioritize and manage multiple tasks
• Eagerness to learn and grow in a fast-paced environment

• Consistently meets team ticket volume expectations
• Achieves 90% CSAT target
• Demonstrates growing autonomy in case resolution
• Uses AI tools in ~50% of cases
• Escalates cases accurately and clearly
• Shows measurable improvement in case quality and efficiency