Experience Inc. Jobs

Lead Product Support Representative

General Information

Ref #:

20240040061

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - United States, Weston - Florida - United States

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

UKG is seeking passionate UKrewers to deliver our valued customers a world-class product support experience. 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.

As a member of the shared services team, you will provide quick responses, in-depth analysis, and timely resolutions for product-related issues. High standards of communication and your expertise in Human Capital Management and UKG Pro Learning software will be critical for success in this role. Candidates must be able to work onsite a minimum of 3 days/week at a UKG office location.

Duties and Responsibilities:

• Put the customer at the forefront of everything you do while driving world-class customer satisfaction

• Provide exceptional support by adhering to processes and using established best practices to achieve key performance indicators and meet agreed-upon Service Level Agreements (SLAs)

• Ensure timely, accurate, and complete documentation of issues in UKG’s case tracking system

• Satisfy internal and external customer demands and needs in a timely manner by ensuring the customer is continually updated on the progress of their issue with clear action plans and timelines

• Develop in-depth product knowledge and expertise for your designated UKG products, including a deep understanding of functionality and architecture

• Triage and resolve issues effectively by researching, troubleshooting, and identifying the root cause by using solid problem-solving skills

• Think critically to troubleshoot complex issues for customers while demonstrating speed and accuracy

• Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, using verbal and written communication – phone, email, case tracking system and remote collaboration tools

• Utilize internal tools to replicate customer configurations and scenarios to advance cases

• Log product deficiencies and work with Engineering to pursue acceptable resolutions

• Support peers and contribute to team readiness

• Practice knowledge-centered service by creating, updating, and sharing of knowledge base articles

• Consistently and effectively communicate with management to ensure issues are escalated and resolved

• Participation in an on-call rotation is required to provide occasional after-hours support

Qualifications

About You:

Basic Qualifications:

• 5+ years of experience supporting and troubleshooting Human Resources, Learning and/or HRIS processes and/or systems

• Served as an HRIS point of contact for various business units

• Exceptional written and verbal communication and customer service skills

• Thrives working in a fast-paced, highly collaborative team environment and can also work independently

Preferred Qualifications:

• Experience with the UKG Pro Learning product

• Experience with Learning Management Systems including Schoox

• SQL scripting and database experience with MS SQL

• 2+ years of experience with Salesforce

• HCM/WFM Industry certifications are a plus (e.g., FPC, CPP, PHR, SPHR)

• Knowledge of mobile technologies/applications

• Possess strong organizational skills

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.