Product Support Representative II @ UKG

About the Role: As a Product Support Representative, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional technical, analytical and customer service skills. This position involves providing end-user support for UKGs Pro Workforce Management solution requiring keen problem-solving abilities and a commitment to quality. Primary/Essential Duties and Key Responsibilities: Working hours will align with US business hours (9a-6p EST) and adjust by 1 hour to account for daylight savings time.
Serve as the first point of contact for our customers, providing support through various channels inbound phones, email and a callback model.
Expand your knowledge of product offerings, support policies, and delivery methods.
Provide empathetic customer service to ensure customer satisfaction.
Foster strong relationships with internal partners and communicate effectively across all organizational levels.
Utilize your problem-solving skills to resolve complex customer queries.
Thrive in a fast-paced, high-volume environment with precision and accuracy.
Efficiently leverage various technologies and multiple screens.
Participate in internal and external training sessions as required.
Proficient in English, with strong verbal and written communication skills.
Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
1-3 years of customer service experience.
Experience with US Payroll/Time and Labor/HR is advantageous.
Demonstrated technical troubleshooting skills.
Ability to set and manage customer expectations effectively.
Strong collaboration and time management skills.
Experience handling sensitive situations professionally and thoroughly.
Highly motivated and team-oriented. Education, Certification and Additional Qualifications:
Bachelors degree required: BCom, BA, BSc.
Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word.
Customer support experience
Knowledge of SQL is a plus