Lead Product Support Representative
Ultimate Software
- Alpharetta, GA Atlanta, GA
- Permanent
- Full-time
UKG is seeking passionate U Krewers to deliver a world-class product support experience to our valued customers. As an experienced member of our Global Support team, you'll bring expert-level domain knowledge and hands-on experience in the Human Capital Management (HCM) industry. Your innate ability to tackle complex customer issues will help drive exceptional customer satisfaction. This role supports our UKG Pro Payroll/HR product. Candidates must be able to work onsite a minimum of 3 days/week at a UKG office location.Duties and Responsibilities:
- Problem Solving Excellence: Leverage payroll, HR or tax expertise, and industry specific knowledge to ensure timely and comprehensive resolution of customer support issues
- Escalated Issue Management: Engage in escalated customer circumstances and drive to successful resolution
- Product Mastery: Attain expert-level proficiency across multiple UKG product lines
- Coaching and Mentorship: Positively influence peers through coaching and mentoring
- Product Enablement: Assist in product enablement efforts
- Adherence to Standards: Model adherence to standard operating procedures and policies
- After-Hours Support: Participate in on-call rotations for occasional after-hours support
- 5+ years of experience as a practitioner or software support with expert level experience in at least one of the following domains: HCM, Payroll, HR and/or Taxes
- Proven track record of problem solving complex issues
- Exceptional written and verbal communication and customer service skills
- Ability to effectively present in group settings
- Thrives working in a highly collaborative team environment
- 3+ years of experience working with UKG Pro suite of products
- Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC), Professional in Human Resources (PHR) or equivalent certification
- Knowledge of support tools, such as Salesforce, RingCentral, and remote access tools
- Data analytics experience
- Knowledge of SQL and SQL Tools