Product Support Representative

Ultimate Kronos Group
US - Arizona - Scottsdale
January 12, 2025

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

The responsibility of the Product Support Representative is to establish and maintain a strong working relationship with our customer base. Support is primarily provided through telephone and internet connectivity using Salesforce. This role is part of a team that is crucial in supporting our award-winning UKGPro Payroll, Core, and HR solutions. As a Product Support Representative III, you will be responsible for providing in-depth analysis and timely resolutions or workarounds for customer issues. This position requires excellent analytical, problem-solving, and troubleshooting skills.
• The applicant must be able to work onsite at UKG location at least 3 days/week and must be able to work 9:00am-6:00pm (preferred) local time. *

Job Responsibilities:
• Serve as the initial point of contact for customer inquiries related to Payroll, Core, and HR
• Deliver exceptional support to our customers using various communication channels, such as phone, email, remote sessions, and our CRM case management system
• Continuously acquire and expand knowledge of our product offerings, support policies, and methods of support delivery
• Demonstrate excellent customer service skills with a proactive approach to ensure customer satisfaction
• Cultivate strong relationships with internal stakeholders and effectively communicate with individuals at all levels of the organization using multiple communication platforms
• Participation in on-call rotations is required to provide occasional after-hours support

Basic Qualifications:
• 2+ years of customer service experience
• 2+ years of software support experience
• Experience with HR/Payroll
• Strong verbal and written communication skills with a demonstrated communication ability.
• Experience in handling demanding or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team-oriented

Preferred Qualifications:
• Previous IT help desk experience
• Knowledge of SQL and/or Salesforce
• Certification in the Payroll/HR industry
• BS/BA preferred or equivalent work experience

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

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

The pay range for this position is $41,600 to $59,800, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at ***/careers

Read the full job description and apply online on the recuiter's web-site

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