Product Support Representative III

UKG Help Desk Services removes the burden of specialized application support allowing organizations to concentrate on what matters most. With this position, you will have the opportunity to enter a career where you: • Enhance your customer service and account management skills • Support a Cloud-Based Enterprise application • Become an authority at solving US payroll, Benefits and HR-related issues • Work with a highly engaged and collaborative team Resolve user issues and questions with UKG Workforce Management software, and hardware, as well as troubleshooting remote access and network connectivity related to the products by performing the following: Duties and Responsibilities • Provide best-in-class customer service skills with a proactive approach to create exceptional customer satisfaction • Answer, evaluate, and prioritize service requests received via telephone, voicemail, and e-mail and ensure timely resolution/referral of user issues by documenting the impact to the user and assigning the appropriate priority and resolution goal • Provide front line technical support for the UKG suite of applications by performing diagnostics and collecting information from end users • Isolate performance issues to determine the cause of hardware malfunctions • Resolve remote access, printing, and network connectivity issues to the UKG software • Log and track calls using problem management database, and maintain history records and related problem resolution in knowledge management database for future reference • Maintain accuracy of the Help Desk SharePoint repository • Answer customer questions on the use of UKG applications where applicable to their business issues and objectives using documented procedures, available tools, and personal knowledge and skills • Effectively negotiate product issues between customer, support, and engineering • Collaborate with team members to resolve more complex issues and escalate long running calls to management in a timely fashion to maintain SLA compliance • Analyze and evaluate incident reports for trends and make recommendations to reduce Help desk incident rate through customer training

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose — people —then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.