Product Support Specialist

2 weeks ago

Marquand, Missouri, United States UKG (Ultimate Kronos Group) Full time
Job Summary

UKG is seeking a highly skilled Product Support Specialist to join our Global Support team. As a key member of our team, you will be responsible for delivering exceptional customer support experiences to our valued customers. With a strong background in Human Capital Management (HCM) and Payroll, you will leverage your expertise to resolve complex customer issues and drive customer satisfaction.

Key Responsibilities
  • Provide timely and comprehensive resolution of customer support issues, leveraging your knowledge of HCM and Payroll.
  • Engage in escalated customer circumstances and drive to successful resolution.
  • Attain expert-level proficiency across multiple UKG product lines, including UKG Pro Payroll/HR.
  • Coach and mentor peers to positively influence their performance.
  • Assist in product enablement efforts to ensure seamless customer onboarding.
  • Model adherence to standard operating procedures and policies.
  • Participate in on-call rotations for occasional after-hours support.
Requirements
  • 5+ years of experience as a practitioner or software support with expert-level experience in 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.
About UKG

UKG is a leading provider of workforce management and human capital management solutions. With a global presence and a commitment to innovation, we empower organizations to become great places to work. Our team is passionate about delivering exceptional customer experiences and driving business success.

Equal Opportunity Employer

UKG is an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration 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.

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