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.

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.
• Assist with product enablement

Basic Qualifications:

• 4+ years of experience in a service and/or technical support role, preferably in the HCM SaaS sector.
• Extensive experience processing and/or supporting Payroll/HR/Time tasks, systems, and processes.

Preferred Qualifications:

• Bachelor’s degree in information technology, Human Resources, Finance, Business Administration, or a related field.
• Relevant certifications such as Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC) are highly desirable.
• UKG Pro Experience or relative HCM product support exposure
• SQL scripting and data base experience with MS SQL
• Ability to thrive in a fast-paced, high demand environment
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Capability to work independently and as part of a cohesive team.
• Proficient in using support ticketing systems and CRM software (Salesforce). Work Flexibility
• Willing to work in US shift hours based on business requirements.
• Open to working from the office 5 days a week during the initial 6-month period as a mandatory requirement.
• Flexible to adjust work arrangements as per ongoing business and operational needs.
• Able to adapt to changing priorities, workloads, and evolving operational demands.

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 [email protected]