Job ID
PRODU009360
Employment Type
Regular
Work Style
hybrid
Location
St Louis, MO, United States
Role
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. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? 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.
Job Summary:
We are seeking a highly skilled and motivated Product Support Representative to join our dynamic team in the Human Capital Management (HCM) SaaS sector. The ideal candidate will have a passion for troubleshooting, extensive payroll/HR/Tax experience, and relevant certifications. As a Product Support Representative, you will be responsible for providing technical troubleshooting to our clients, ensuring they have a seamless experience with our HCM software solutions.
Duties & Responsibilities:
Troubleshooting and Support:
* Provide advanced technical support/troubleshooting to clients via cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat).
* Diagnose and resolve complex issues related to our HCM software, in a timely, accurate, and empathetic fashion.
* Escalate unresolved issues to higher-level support or development teams, as necessary.
* Advance knowledge and add value by becoming proficient in multiple UKG product disciplines.
* Participate in on-call rotations to support critical client needs “after hours” (2-5 times a year).
Client Interaction:
* Initial contact and face of the company while intaking and diagnosing customer inquiries; ensuring high levels of customer satisfaction.
* 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:
* 2+ 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, 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.
* SQL scripting and database experience with MS SQL.
* 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).
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.
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