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Product Support Representative
General Information
Ref #:
20230035230
Travel Amount Required:
None
Job Type:
Regular-Full Time
Location:
Toronto – Ontario – Canada
Company Overview
Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG
Description & Qualifications
Description
About the Role:
The Product Support Representative is responsible for building a strong working relationship with the customer base. Support is provided primarily by telephone and internet connectivity via Salesforce. The role will entail being part of a team that plays a key role in supporting our award-winning UKG Pro Payroll, Core, and HR solutions. The Product Support Representative will be providing in-depth analysis and timely resolutions/workarounds for customer issues. This role requires sharp analysis, problem determination, and troubleshooting skills. You must be able to work onsite at a UKG location at least 3 days/week.
Duties and Responsibilities:
• Work as a first point of customer contact for a team servicing Payroll, Core, and HR specific customer requests
• Provide stellar support to our customer base using a variety of platforms including phone, e-mail, remote session, and CRM case management system
• Acquire and expand knowledge of product offerings, support policies and methods of support delivery
• Provide excellent customer service skills with a proactive approach for customer satisfaction
• Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms
Qualifications
About You:
Basic Qualifications:
• 1-3+ years’ experience in a fast-paced customer service and/or technical support environment
• Demonstrated dedication to customer service and experience managing customer relationships
• Experience working in an environment which requires effective time management and the ability to multitask/prioritize projects
Preferred Qualifications:
• Bilingual English/French both spoken and written
• Experience using Time & Attendance, Payroll and/or Human Resource applications
• Experience working with/in UKG Product suite
• Demonstrated technical troubleshooting skills with a proficiency in successfully learning new technologies quickly
• Certification in the Payroll/HR industry
• Previous IT help desk experience
• Knowledge of SQL and/or Salesforce
• Bachelor’s Degree
EEO Statement
Equal Opportunity Employer
Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations 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.
View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .
View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.
