About the Team:
Come join a talented, energetic, and innovative group, managing a support team chartered to provide support services to the UKG Ready customer base. Oversee support resources in providing exceptional customer product support and resolution in a fast paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.
About the Role:
The Product Support Representative role involves fostering strong relationships with customers primarily through service requests and Salesforce connectivity. This position is expected to deliver high quality support to our UKG Ready customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end user support for the UKG Ready Time and Labor, Human Resources, and Payroll modules. This role requires sharp analysis, problem-determination, and troubleshooting skills.
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Primary/Essential Duties and Key Responsibilities:
• Work as a first point of contact for a team servicing customers with the use and usability of our UKG Ready application.
• Provide product support, which may also include outbound call backs, e-mails, and internal support tickets.
• 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.
• Use product knowledge and experience to resolve difficult queries submitted by end-users while making use of problem-solving abilities.
• Maintain the "Partners for Life" model by providing white-glove support.
• Work effectively within a fast-paced environment with a high degree of success
• Acquire and maintain knowledge of product related changes and current department policies and procedures
• Leverage various technologies and multiple screens efficiently.
• Attend internal and external department training sessions as required
Qualifications
• Proficient in English, encompassing writing, speaking, and comprehension
• Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment
• 1-3 years customer service experience
• Experience with US Payroll/Time and Labor/HR
• Demonstrate strong technical troubleshooting skills by breaking down the expected versus actual results, reproducing the issue, researching, and verifying the solution
• Confidence and strong leadership abilities
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills
• Ability to multitask; can prioritize and juggle many tasks or projects at once
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented
• Open to working in EST time zones
Education and Certifications:
• Bachelor's degree required: BCom, BA, BSc.
• Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word
• Certification in the Payroll/HR industry a plus