Product Support Representative

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.

Job Summary:

Ultimate Kronos Group is seeking a candidate to fill a full-time position within Global Support on our UKG Pro Custom Interface team, focusing on Custom Interface issues. This position requires outstanding technical acumen & troubleshooting ability, and strong oral & written communication skills. The qualified candidate will need to be a team player who is highly motivated, extremely passionate about your work, and be solution driven. This position fulfills a vital role in supporting our internal and external customers and teams in areas including but not limited to: Payroll, HR, Benefits, Compliance, and Imports/Exports.
• The applicant must be able to work onsite at UKG location at least 3 days/week and must be able to work 11:00am-8:00pm Eastern Time. *

Duties and Responsibilities:
• Offer comprehensive support for assigned cases, including outbound communications and support tickets.
• Utilize knowledge and experience to efficiently resolve challenging problems submitted by end-users, leveraging technical and problem-solving abilities.
• Provide timely, accurate, and complete responses to customer inquiries.
• Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers.
• Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures to provide accurate solutions to customers and internal support representatives.
• Handle highly escalated, urgent, difficult or sensitive situations.
• Contribute to knowledge base article creation and usage.
• Participation in on-call rotations is required to provide occasional after-hours support.

Basic Qualifications:
• 2+ years of hands-on experience in customer service/support environment
• Proficiency with SQL
• Proficiency with Microsoft Suite Applications including, Word, Excel, Outlook, and Teams

Preferred Qualifications:
• UKG Pro product knowledge
• MIS and/or technical certifications
• Bachelor's Degree: MIS, CIS, CS preferred or equivalent work experience
• Knowledge of Payroll, Human Resources & HR Benefits
• Human Resources certifications
• Understanding of Salesforce
• Working knowledge of Web Services
• Software development experience
• Strong decision-making ability
• Excellent organizational and time management skills

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