Product Support Representative III

This role requires expert communication skills, deep functional knowledge, and a proactive, leadership-oriented mindset - balancing customer success, mentorship, and continuous improvement.

Primary Responsibilities
1. Customer Support Excellence

Serve as a senior point of contact for customer inquiries, primarily through voice-based channels.

Demonstrate advanced communication skills that build confidence, trust, and satisfaction with every interaction.

Manage escalated or complex cases with a focus on root-cause resolution and long-term customer success.

2. Domain & Technical Proficiency

Provide expert-level support on the UKG Ready application, including US Payroll, Time and Labor, and HR systems.

Independently troubleshoot and resolve complex product issues requiring advanced analytical and technical skills.

Collaborate closely with Tier 2 and Product teams to identify patterns, report defects, and contribute to product improvements.

2-4 years of hands-on experience in US Payroll, Time and Labor, or HR systems is required.

3. Performance & Productivity Focus

Consistently meet or exceed performance metrics for quality, productivity, and customer satisfaction.

Maintain a high level of productive hours over the phone with customers, balancing casework with mentoring and knowledge sharing.

Demonstrate strong ownership of personal and team results, setting the standard for performance consistency.

4. Process Adherence

Follow all UKG support protocols, policies, and documentation standards.

Ensure detailed and accurate documentation for each customer case.

Participate in process-improvement discussions and help implement best practices across the team.

5. Team Collaboration

Partner across teams and geographies to solve problems efficiently and elevate customer experience.

Lead by example, fostering a culture of teamwork, respect, and accountability.

Uphold UKG's Partners for Life model through collaboration, transparency, and integrity.

6. Mentorship & Knowledge Sharing

Act as a mentor and subject matter resource for new hires and peers.

Provide guidance on tools, workflows, troubleshooting methods, and effective communication practices.

Contribute to knowledge base articles, team training sessions, and onboarding initiatives to accelerate team readiness.

7. Adaptability & Learning Mindset

Stay up to date on new product releases, system updates, and industry trends.

Embrace new challenges and feedback as opportunities for continuous growth.

Demonstrate agility and composure in a fast-paced, evolving environment.

8. Work Flexibility

Willing to work Eastern Time Zone hours and follow a hybrid work model (minimum 3 days in office per week).

Adapt to changing business priorities and operational demands.

Qualifications

3-5 years of experience in voice-based customer support for US clients (mandatory).

2-4 years of experience in US Payroll, Time and Labor, or HR systems (required).

Strong verbal and written English communication skills.

Proven ability to manage complex customer issues and mentor others effectively.

Bachelor's degree (BCom, BA, BSc).

Proficient in Microsoft Suite (Outlook, Teams, Excel, Word).

Certification in Payroll or HR systems is an advantage.

What Success Looks Like

Customers and peers view you as dependable, knowledgeable, and professional.

You actively contribute to a culture of excellence, learning, and collaboration.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com

Client-provided location(s): Pune, India

Job ID: ukg-PRODU016753

Employment Type: OTHER

Posted: 2025-12-16T18:41:19