Product Support Representative - UKG (Ultimate Kronos Group) : Job Details

Company Overview

With 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 Role:

UKG is looking to hire a Product Support Representative to join our Global Support organization. Our team delivers exceptional end-user support to our UKG customers while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

In this role, the Product Support Representative will focus on providing end-user support for the UKG Ready Time and Labor, Human Resources, and Payroll modules, with a special emphasis on Integrations, including various APIs (REST, SOAP), Dell Boomi, and Single Sign-On. This employee must be able to work onsite at least 3 days/week at a UKG facility.

Duties and Responsibilities:

+ Offer comprehensive help desk support for assigned cases, including outbound callbacks, emails, and support tickets.

+ Utilize your knowledge and experience to efficiently resolve challenging problems submitted by end-users, leveraging your debugging and problem-solving abilities.

+ Independently research problems and identify their root causes using your problem-determination skills.

+ Assist customers with configuring and troubleshooting API's and Dell Boomi.

+ Provide timely, accurate, and complete responses to customer inquiries.

+ Be available for phone support during regularly scheduled shifts.

+ Maintain effective communication with management to ensure timely escalation and resolution of issues.

+ Work individually and collaboratively with teams to solve technical issues while demonstrating best practices.

+ Participation in on-call rotations is required to provide occasional after-hours support.

Basic Qualifications:

+ 2+ years of experience in a fast-paced technical support environment

+ Demonstrated problem solving skills with an aptitude to resolve technical issues

+ Proficiency in Web and Microsoft Office Suite

Preferred Qualifications:

+ Expertise in Time & Attendance, Payroll, and/or Human Resource applications

+ Experience with managing workload through case system or other ticket-based applications

+ Experience with Dell Boomi

+ Experience troubleshooting API's (REST, SOAP)

+ Excellent written, oral communication, listening, and telephone skills

+ Previous help desk experience

+ Strong troubleshooting skills

+ Exceptional organizational, time-management, and planning skills with strong attention to detail

+ A 4-year college degree is preferred

Where we're going

UKG 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!

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. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) ?????

View the Pay Transparency Nondiscrimination Provision (https:www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_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) .??

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected] .?

The pay range for this position is $41,600 to $59,800, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers (https:www.ukg.com/careers) ??

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.