About the position
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. The role will require the Product Support Representative to assist customers with the use and usability of our UKG Ready application. Diagnose, troubleshoot and resolve issues while providing exceptional service. Provide help desk support of assigned cases including outbound call backs, e-mails, chat and internal support tickets. Develop and maintain an intermediate level of knowledge of UKG Ready products. Document all interactions with accounts and create trail for others to follow. Use product knowledge and experience to resolve difficult tickets submitted by end-users while making use of problem-solving abilities. Timely, accurate, and complete responses to inquiries. Ability to successfully work both independently and as a part of a team.
Responsibilities
- Deliver high quality support to UKG Ready customers.
- Assist customers with the use and usability of UKG Ready application.
- Diagnose, troubleshoot and resolve issues.
- Provide help desk support of assigned cases including outbound call backs, e-mails, chat and internal support tickets.
- Develop and maintain an intermediate level of knowledge of UKG Ready products.
- Document all interactions with accounts.
- Use product knowledge to resolve difficult tickets submitted by end-users.
- Provide timely, accurate, and complete responses to inquiries.
- Work both independently and as part of a team.
Requirements
- 1-3+ years experience in a fast-paced customer service and/or technical support environment.
- Demonstrated dedication to customer service and experience managing customer relationships.
- Experience working in an environment which requires effective time management and the ability to multitask/prioritize projects.
Nice-to-haves
- 1-3+ years of experience using Time & Attendance, Payroll and/or Human Resource applications.
- Experience working with/in UKG Product suite.
- Demonstrated technical troubleshooting skills with a proficiency in successfully learning new technologies quickly.
- Bachelor's Degree preferred.
Benefits
- Wellness programs.
- Tuition reimbursement.
- Customizable expense reimbursement program (U Choose).
- Support for student loan repayment, childcare, and pet insurance.
