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Lead Product Support Specialist
2 months ago
We are seeking a highly skilled and experienced Product Support Specialist to join our team at UKG (Ultimate Kronos Group). As a key member of our Global Support team, you will play a critical role in delivering exceptional customer support and driving world-class customer satisfaction.
Key Responsibilities- Provide expert-level support to customers, troubleshooting complex issues and resolving product-related problems in a timely and accurate manner.
- Develop and maintain in-depth product knowledge and expertise, including a deep understanding of functionality and architecture.
- Collaborate with internal peers and key stakeholders to progress customer issues, utilizing verbal and written communication, phone, email, and remote collaboration tools.
- Log product deficiencies and work with Engineering to pursue acceptable resolutions.
- Support peers and contribute to team readiness, practicing knowledge-centered service by creating, updating, and sharing knowledge base articles.
- Consistently and effectively communicate with management to ensure issues are escalated and resolved.
- Participate in an on-call rotation to provide occasional after-hours support.
- 5+ years of experience supporting and troubleshooting Human Resources, Learning and/or HRIS processes and/or systems.
- Exceptional written and verbal communication and customer service skills.
- Thrives working in a fast-paced, highly collaborative team environment and can also work independently.
- Experience with the UKG Pro Learning product is a plus.
- Knowledge of mobile technologies/applications and strong organizational skills are also desirable.
UKG (Ultimate Kronos Group) is a leading provider of HR, payroll, and workforce management solutions. Our purpose is peopleTM, and we strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. We offer a range of benefits, including adoption and surrogacy assistance, tuition reimbursement, and wellness programs, as well as employee resource groups that provide a welcoming place to land, learn, and connect with those who share your passions and interests.
