Product Support Representative II

About UKG

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company globally. At UKG, our purpose is people. We build award-winning HCM technology designed to inspire every organization to become a great place to work, and we support that mission with a culture that values empathy, inclusion, and growth.

About the Role

As a Product Support Representative II on the Rapid Response team, you will serve as a critical first point of contact for customers seeking timely, effective support across multiple channels. This entry-level role focuses on confident issue triage, delivering immediate value during customer interactions, and resolving or escalating issues appropriately to ensure a seamless customer experience.

• Serve as a first point of contact for customer inquiries related to products supported via a phone-first approach and digital support channels, with a focus on rapid and effective triage.
• Utilize AI-assisted tools and internal resources to diagnose issues, validate findings, and guide next steps.
• Add value during first contact by clarifying issues, gathering required information, and resolving known problems when possible.
• Determine appropriate resolution paths, including timely escalation to higher support tiers when necessary.
• Provide empathetic, professional communication to customers during high-impact or time-sensitive situations.
• Document all case activity accurately and thoroughly, following established quality and knowledge practices.
• Maintain awareness of operational metrics, including SLA, CSAT, and OSAT, and contribute to meeting team performance goals.
• Collaborate with peers, senior support staff, and cross-functional partners to ensure smooth handoffs and continuity.
• Participate in required training, coaching, and continuous learning activities.
• Support after-hours or on-call rotations as scheduled to assist with critical customer needs.

• 1-3 years of product support experience
• Strong verbal and written communication skills, particularly in real-time customer interactions.
• Ability to remain calm, organized, and effective in high-volume or high-pressure environments.
• Comfort using AI-powered tools, knowledge bases, and guided workflows, with a willingness to learn and adapt.
• Analytical mindset with the ability to assess issues, identify patterns, and follow structured troubleshooting processes.
• Familiarity with CRM or case management systems (Salesforce experience helpful).

• Empathy and a customer-first mindset.
• Strong judgment in determining resolution versus escalation.
• Attention to detail and commitment to quality case handling.
• Coachability, curiosity, and a willingness to learn.
• Collaboration and respect for shared team success.