Product Support Representative III

Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters--and so do you. Description UKG is seeking a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions. Responsibilities Put the customer in the fore front of everything you do driving world class Customer Satisfaction. Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPI's. Develop in-depth product knowledge on UKG's HR and Workforce Management products. Be the first point of contact for support and distribute workload evenly within the team. Triage and resolve cases expediently utilizing best practice troubleshooting skills. Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication. Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps. Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering. Develop a Subject matter expertise in areas of the product enabling you to support/coach others and contribute to the overall team's readiness. Improve UKG's KCS knowledge base by creating, updating, and sharing of articles. Take on additional responsibilities as and when required. Qualifications Excellent analytical and problem-solving skills. Exceptional organizational, time-management and planning skills with a strong attention to detail needed. Excellent written, oral communication, listening and telephone skills. You are a born 'detective' and love paying attention to details and putting them together to find the solution. Proven record of high customer satisfaction and KPI performance. Experience in supporting SaaS solutions. Fluent in both written and oral English. Minimum 2 years of experience using or supporting UKG's HR and Workforce Management products. Working knowledge of payroll and payroll concepts, Integrations, Ticketing tool. Ability to successfully work both independently and as part of a team. Strong computer skills including Office applications. Experience working with Case Tracking systems. Ability to perform in a fast-paced environment. Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry -- because great organizations know their workforce is their competitive edge. Learn more at ukg.com. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com