Product Support Representative
3 days ago
At Ultimate Kronos Group, we're dedicated to delivering exceptional customer experiences through our innovative HR technology solutions. As a Product Support Representative, you'll play a crucial part in this mission by providing top-notch support to our UKG Ready customers.
About the Role
As a Product Support Representative, you'll be responsible for delivering high-quality support to our customers while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This role will provide end-user support for the UKG Ready Time and Labor, Human Resources, and Payroll modules.
Key Responsibilities:
- Assist customers with the use and usability of our UKG Ready application
- Diagnose, troubleshoot, and resolve issues while providing exceptional service
- Provide help desk support of assigned cases, including outbound call backs, emails, chat, and internal support tickets
- Develop and maintain an intermediate level of knowledge of UKG Ready products
- Document all interactions with accounts and create a trail for others to follow
- Use product knowledge and experience to resolve difficult tickets submitted by end-users while making use of problem-solving abilities
- Provide timely, accurate, and complete responses to inquiries
- Work both independently and as part of a team
- Participation in on-call rotations may be required to provide occasional after-hours support
About You
Basic Qualifications:
- 2+ years' experience in a fast-paced customer service and/or technical support environment
- Demonstrated technical troubleshooting and/or problem-solving skills
- Demonstrated dedication to customer service and experience managing customer relationships
Preferred Qualifications
- Experience working with/in UKG Product suite
- HR, Payroll, Time and Attendance, and/or HCM domain experience
- Previous help desk experience
- Strong computer skills with a proficiency in successfully learning new technologies quickly
- Exceptional organizational, time-management and planning skills with a strong attention to detail
- Excellent written, oral communication, listening and telephone skills
- Bachelor's Degree preferred
At Ultimate Kronos Group, we're committed to fostering a culture that values diversity, equity, and inclusion. We're an equal opportunity employer and welcome applications from qualified candidates who share our values and passion for delivering exceptional customer experiences.
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