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.

As a Product Support Representative, you will be providing front-line support to our growing customer base for our Benefits Administration product suite. This position requires strong oral and written communication skills that are delivered via e-mail and phone. The qualified candidate is a team player who is highly motivated and solution- driven. This position demands excellent time and priority management skills and the ability to handle several tasks simultaneously.

Duties and Responsibilities:

• Serve as the initial point of contact for customer inquiries related to Benefits Administration & Human Resources.
• 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
• Troubleshoot technical issues within customer environments, including system configurations, integrations, data processing, application functionality, and connectivity-related issues.
• Diagnose root causes, provide resolution guidance, and collaborate with internal teams when escalation is required.
• 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
• 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]