Product Support Representative III

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.

Role Product Support Representative III

We are seeking a highly skilled and motivated Product Support Representative to join our dynamic team in the Human Capital Management (HCM) SaaS sector.
The ideal candidate will have a passion for troubleshooting, extensive payroll/HR/Tax experience, and relevant certifications. As a Product Support Representative, you will be responsible for providing technical troubleshooting to our clients, ensuring they have a seamless experience with our HCM software solutions by adding value to Ultimate Kronos Group's reputation of being a world-class provider of Human Capital Management (HCM) and Payroll SaaS support.

Duties & Responsibilities: Troubleshooting and Support:
• Provide advanced technical support/troubleshooting to clients via cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat)
• Diagnose and resolve complex issues related to our HCM software, in a timely, accurate, and empathetic fashion.
• Escalate unresolved issues to higher-level support or development teams, as necessary.
• Advance knowledge and add value by becoming proficient in multiple UKG product disciplines
• Participate in on-call rotations to support critical client needs after hours (2-5 times a year) Client Interaction:

• Initial contact and face of the company while intaking and diagnosing customer inquiries; ensuring high levels of customer satisfaction.
• Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases.

Documentation and Reporting:
• Document all client interactions and troubleshooting steps in the support CRM (Salesforce).
• Generate and analyze reports, leverage, and update knowledge articles, and provide comprehensive instructions and updates via case management. Training and Development: • Assist in real-time supporting and mentoring of peers.
• Stay updated on the latest features and updates of our HCM software.
• Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement.