Product Support Representative
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About The Position
UKG is looking to hire a Product Support Representative to join our Global Support organization. The Product Support Representative is expected to deliver high quality support to our UKG Ready customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end user support for the UKG Ready Time and Labor, Human Resources and Payroll modules. This employee must be able to work onsite at least 3 days/week at a UKG office location. In this role, you will assist customers with the use and usability of our UKG Ready application. You will be responsible for diagnosing, troubleshooting, and resolving issues while providing exceptional service. The role includes providing help desk support of assigned cases including outbound call backs, e-mails, chat, and internal support tickets. You will develop and maintain an intermediate level of knowledge of UKG Ready products and document all interactions with accounts to create a trail for others to follow. You will use your product knowledge and experience to resolve difficult tickets submitted by end-users while making use of your problem-solving abilities. Providing timely, accurate, and complete responses to inquiries is essential, and you will work both independently and as part of a team. Participation in on-call rotations may be required to provide occasional after-hours support.
