Product Support Representative II

Ultimate Kronos Group

  • Pune, Maharashtra
  • Permanent
  • Full-time
  • 7 days ago
Company OverviewWith 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.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.Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose -- a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose -- people --then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.About the Team:Come join a talented, energetic, and innovative group, managing a support team chartered to provide support services to the UKG Ready customer base. Oversee support resources in providing exceptional customer product support and resolution in a fast paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.About the Role:The Product Support Representative role involves fostering strong relationships with customers primarily through service requests and Salesforce connectivity. This position 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 role requires sharp analysis, problem-determination, and troubleshooting skills.Primary/Essential Duties and Key Responsibilities:
Work as a first point of contact for a team servicing customers with the use and usability of our UKG Ready application.
Provide product support, which may also include outbound call backs and internal support tickets.
Acquire and expand knowledge of product offerings, support policies, and methods of support delivery.
Provide excellent customer service skills with a proactive approach for customer satisfaction.
Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms.
Use product knowledge and experience to resolve difficult queries submitted by end-users while making use of problem-solving abilities.
Maintain the "Partners for Life" model by providing white-glove support.
Work effectively within a fast-paced environment with a high degree of success
Acquire and maintain knowledge of product related changes and current department policies and procedures
Leverage various technologies and multiple screens efficiently.
Attend internal and external department training sessions as requiredQualificationsProficient in English, encompassing writing, speaking, and comprehension
Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment
1-3 years customer service experience
Experience with US Payroll/Time and Labor/HR
Demonstrate strong technical troubleshooting skills by breaking down the expected versus actual results, reproducing the issue, researching, and verifying the solution
Confidence and strong leadership abilities
Strong verbal and written communication skills with demonstrated ability to communicate effectively
Ability to set and manage customer expectations
Effective collaboration and time management skills
Ability to multitask; can prioritize and juggle many tasks or projects at once
Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
Highly motivated and team oriented
Open to working in EST time zonesEducation and Certifications:
Bachelor's degree required: BCom, BA, BSc.
Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word
Certification in the Payroll/HR industry a plusWhere we're goingUKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!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 ProcessFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com

Ultimate Kronos Group