Product Support Specialist

1 week ago


Atlanta, Georgia, United States Ultimate Software Full time
About the Role

We are seeking a highly skilled and customer-focused Product Support Representative to join our team at Ultimate Software. As a Product Support Representative, you will be responsible for providing exceptional support to our internal and external customers, ensuring their technical issues are resolved efficiently and effectively.

Key Responsibilities
  • Provide high-quality support to customers through various communication channels, including phone, email, and chat.
  • Acquire and maintain in-depth knowledge of our product offerings, scope documents, and current department policies and procedures to provide accurate solutions to customers.
  • Own customer issues from initial contact to resolution, including supporting escalations and providing timely updates.
  • Enter and maintain customer call problem/description detail integrity in our customer relationship management platform.
  • Consistently model the highest levels of support orientation and professionalism.
Requirements
  • 3+ years' experience working knowledge of PC's, operating systems, web technologies with demonstrated ability to troubleshoot complex technical problems.
  • 3+ years' experience with HCM.
Preferred Qualifications
  • 12 years of UKG Time and Attendance experience strongly preferred or equivalent applications and possess a high technical aptitude.
What We Offer
  • Excellent customer service skills.
  • Strong oral and written communication skills. Being able to communicate effectively via printed material, on the telephone, and over electronic services.
  • Experience in handling difficult or sensitive situations.
  • Manage client requests in an accurate and timely manner.
  • Customer-focused, positive and professional attitude.


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