Lead 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.

UKG is seeking passionate UKrewers to deliver our valued customers a world-class product support experience. As an experienced member of our Global Support team, you’ll bring expert-level domain knowledge and hands-on experience in the Human Capital Management (HCM) industry. Your innate ability to tackle complex customer issues will help drive exceptional customer satisfaction.

As a member of the shared services team, you will provide quick responses, in-depth analysis, and timely resolutions for product-related issues. High standards of communication and your expertise in Human Capital Management and Human Resource Service Delivery software will be critical for success in this role. Candidates must be able to work onsite a minimum of 3 days/week at a UKG office location.

Duties And Responsibilities

• Put the customer at the forefront of everything you do while driving world-class customer satisfaction
• Provide exceptional support by adhering to processes and using established best practices to achieve key performance indicators and meet agreed-upon Service Level Agreements (SLAs)
• Ensure timely, accurate, and complete documentation of issues in UKG’s case tracking system
• Satisfy internal and external customer demands and needs in a timely manner by ensuring the customer is continually updated on the progress of their issue with clear action plans and timelines
• Develop in-depth product knowledge and expertise for your designated UKG products, including a deep understanding of functionality and architecture
• Triage and resolve issues effectively by researching, troubleshooting, and identifying the root cause by using solid problem-solving skills
• Think critically to troubleshoot complex issues for customers while demonstrating speed and accuracy
• Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, using verbal and written communication – phone, email, case tracking system and remote collaboration tools
• Utilize internal tools to replicate customer configurations and scenarios to advance cases
• Log product deficiencies and work with Engineering to pursue acceptable resolutions
• Support peers and contribute to team readiness
• Practice knowledge-centered service by creating, updating, and sharing of knowledge base articles
• Consistently and effectively communicate with management to ensure issues are escalated and resolved
• Participation in an on-call rotation is required to provide occasional after-hours support
  
  

About You

Basic Qualifications:

• 5+ years of practitioner/expert level experience supporting and troubleshooting Human Resources, Benefits, Payroll and/or HRIS processes and/or systems
• Exceptional written and verbal communication and customer service skills
• Demonstrated ability to work collaboratively and handle multiple tasks simultaneously
  
  

Preferred Qualifications

• Experience with the UKG Pro or HRSD product
• SQL scripting and database experience with MS SQL
• Knowledge of support tools, such as Salesforce, RingCentral, and remote access tool
• HCM/WFM Industry certifications are a plus (e.g., FPC, CPP, PHR, SPHR)
• Knowledge of mobile technologies/applications
• Possess strong organizational 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 [email protected] . 

The pay range for this position is $53,800 to $77,300, 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 https://www.ukg.com/careers