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Senior Product Support Representative

2 months ago

Atlanta, United States Ultimate Software Full time

Company Overview

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? Description & Qualifications

Description Job Summary: UKG is seeking passionate U Krewers to deliver a world-class product support experience to our valued customers. As an experienced member of our Global Support team, you’ll bring advanced domain knowledge and hands-on experience in the Human Capital Management (HCM) industry. Your innate ability to tackle complex customer issues will help drive exceptional customer satisfaction. This role supports our UKG Pro Payroll/HR product. Candidates must be able to work onsite a minimum of 3 days/week at a UKG office location.

Duties and Responsibilities: Problem Solving Excellence: Leverage payroll, HR or tax expertise, and industry specific knowledge to ensure timely and comprehensive resolution of customer support issues Escalated Issue Management: Engage in escalated customer circumstances and drive to successful resolution Product Mastery: Attain advanced proficiency across multiple UKG product lines Coaching and Mentorship: Positively influence peers through coaching and mentoring Product Enablement: Assist in product enablement efforts Adherence to Standards: Model adherence to standard operating procedures and policies After-Hours Support: Participate in on-call rotations for occasional after-hours support Qualifications Basic Qualifications: 4+ years of experience as a practitioner or software support with advanced experience in at least one of the following domains: HCM, Payroll, HR and/or Taxes Proven track record of problem solving complex issues Exceptional written and verbal communication and customer service skills Ability to effectively present in group settings Thrives working in a highly collaborative team environment

Preferred Qualifications: 3+ years of experience working with UKG Pro suite of products Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC), Professional in Human Resources (PHR) or equivalent certification Knowledge of support tools, such as Salesforce, RingCentral, and remote access tools Data analytics experience Knowledge of SQL and SQL Tools EEO Statement

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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