UKG (Ultimate Kronos Group) Product Support Representative in Lowell, Massachusetts
Product Support Representative
Travel Amount Required:
Up to 25%
Lowell - Massachusetts - United States
Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG
Description & Qualifications
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
Duties and Responsibilities:
•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
•Provide timely, accurate, and complete responses to inquiries
•Work both independently and as a part of a team
•Participation in on-call rotations may be required to provide occasional after-hours support
•2+ years’ experience in a fast-paced customer service and/or technical support environment
•Demonstrated technical troubleshooting and/or problem-solving skills
•Demonstrated dedication to customer service and experience managing customer relationships
•Experience working with/in UKG Product suite
•HR, Payroll, Time and Attendance, and/or HCM domain experience
•Previous help desk experience
•Strong computer skills with a proficiency in successfully learning new technologies quickly
•Exceptional organizational, time-management and planning skills with a strong attention to detail
•Excellent written, oral communication, listening and telephone skills
•Bachelor's Degree preferred
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 (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .
View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.
UKG (Ultimate Kronos Group)
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