Description The Product Support Representative is expected to deliver high quality support to our Workforce Ready (WFR) customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end user support for the Workforce Ready Time and Labor, Human Resources and Payroll modules.
Primary/Essential Duties & Key Responsibilities:
The role will require the Product Support Representative to assist customers with the use and usability of our Workforce Ready (WFR) application
Diagnose, troubleshoot and resolve issues while providing exceptional service
Provide help desk support of assigned cases including outbound call backs, e-mails, chat and internal support tickets
Develop and maintain an intermediate level of knowledge of WFR products
Document all interactions with accounts and create 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
Timely, accurate, and complete responses to inquiries
Ability to successfully work both independently and as a part of a team.
1-3+ years of experience using Time & Attendance, Payroll and/or Human Resource applications within the industry strongly preferred
Strong demonstrated technical troubleshooting skills
Exceptional organizational, time-management and planning skills with a strong attention to detail necessary
Excellent written, oral communication, listening and telephone skills
Focus on customer service and satisfaction required
Strong computer skills with a proficiency in successfully learning new technologies quickly
Previous help desk experience is desired
4-year college degree preferred
Company Overview Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?
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.