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.

About the Role
The Product Support Representative II (S2) is a customer-facing role responsible for delivering outstanding voice-based and digital support to our US customers. You'll play a key role in resolving technical issues, guiding users on the UKG Ready application (Time, Labor, HR, and Payroll modules), and ensuring an exceptional customer experience through every interaction.
This role requires strong communication skills, technical curiosity, and a results-driven mindset - balancing productivity goals with continuous learning and collaboration.Primary Responsibilities
1. Customer Support Excellence
• Serve as the first point of contact for customer inquiries, primarily through voice-based channels.
• Demonstrate clear, confident, and empathetic communication while maintaining professionalism and customer trust.
• Manage interactions efficiently and provide timely, accurate resolutions to drive customer satisfaction and retention.
2. Domain & Technical Proficiency
• Troubleshoot and resolve issues related to US Payroll, Time and Labor, and HR systems.
• Apply analytical and problem-solving skills to investigate and reproduce customer-reported issues.
• Collaborate with the Tier 2 team to escalate and resolve complex product or technical concerns.
• (Preferred but not required) 0-2 years of hands-on experience with US Payroll or HR systems.
3. Performance & Productivity Focus
• Achieve and maintain high productive hours over the phone with customers.
• Consistently meet or exceed team KPIs for quality, response time, and resolution rate.
• Use remaining time effectively for research, learning, and skill enhancement.
• Demonstrate ownership and accountability for individual and team goals.
4. Process Adherence
• Follow all UKG policies, support protocols, and documentation standards.
• Complete assigned tasks, training, and certifications within required timelines.
• Participate actively in meetings, huddles, and process-improvement discussions.