Product Support Specialist

2 days ago


Fort Lauderdale, Florida, United States MSCCN Full time

About the Role

At MSCCN, we're seeking a highly skilled Product Support Specialist to join our Global Support team. As a key member of our team, you'll be responsible for delivering exceptional customer support and resolving complex product-related issues. Your expertise in Human Capital Management and UKG Pro Learning software will be crucial in driving customer satisfaction and ensuring timely, accurate, and complete documentation of issues in our case tracking system.

Key Responsibilities

  • Provide world-class customer support by adhering to processes and using established best practices to achieve key performance indicators and meet agreed-upon Service Level Agreements (SLAs)
  • Ensure timely, accurate, and complete documentation of issues in our case tracking system
  • Develop in-depth product knowledge and expertise for our designated UKG products, including a deep understanding of functionality and architecture
  • Triage and resolve issues effectively by researching, troubleshooting, and identifying the root cause using solid problem-solving skills
  • Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, using verbal and written communication - phone, email, case tracking system, and remote collaboration tools

About You

We're looking for a highly motivated and experienced individual with a strong background in Human Resources, Learning, and/or HRIS processes and/or systems. Your exceptional written and verbal communication and customer service skills will be essential in delivering exceptional customer support. If you're passionate about delivering world-class customer support and have a strong understanding of Human Capital Management and UKG Pro Learning software, we'd love to hear from you.

What We Offer
  • A competitive salary range of $53,800 to $77,300
  • A short-term incentive and a long-term incentive as part of total compensation
  • A comprehensive benefits package, including wellness programs, tuition reimbursement, and U Choose - a customizable expense reimbursement program


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