Product Support Representative

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG.

Primary Duties and Key Responsibilities:

– Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise

– Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures to provide accurate solutions to customers

– Issue ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates in a timely manner

– Responsible for entering and maintaining customer call problem/description detail integrity in customer relationship management platform

– Consistently model the highest levels of support orientation and professionalism

Basic Qualifications

– 3 years’ experience working knowledge of PCs, operating systems, web technologies with demonstrated ability to troubleshoot complex technical problems

– 3 years experience with HCM

Preferred Qualifications:

– 1-2 years of UKG Time and Attendance experience strongly preferred or equivalent applications and possess a high technical aptitud

– 1 – 2 years of Salesforce case management experience

– 1 – 2 years of Transact SQL (T-SQL) experience

– Excellent customer service skills

– Strong oral and written communication skills. Being able to communicate effectively via printed material, on the telephone, and over electronic services

– Experience in handling difficult or sensitive situations

– Manage client requests in an accurate and timely manner

– Customer-focused, positive and professional attitude

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.