Product Support Specialist

3 days ago

Santa Ana, California, United States Ultimate Software Full time
Product Support Representative

At Ultimate Kronos Group, we're on a mission to inspire every organization to become a great place to work through our award-winning HR technology. We're looking for a Product Support Representative to join our Global Support organization and deliver high-quality support to our UKG Ready customers.

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 a part of a team
  • Participation in on-call rotations may be required to provide occasional after-hours support
Requirements:
  • 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

Ultimate Kronos Group 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 under federal, state, or local anti-discrimination laws.

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