Company Overview    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.   

What are We Looking For?

As part of our Customer Service team, you are the voice of the customer within our company and vice versa. This role is pivotal to the customer experience and hinges on consistency, accuracy & timing. We are looking for a motivated, talented, and driven Product Support Representative to join our team. Reporting to the Customer Support Manager, you will become an expert in the One View Platform and provide expertise and support to our Platform End Users. You’ll provide knowledge and usage tips, along with performing diagnostics on reported problems. You will then work to resolve those issues, which can include working closely with our Technology and Product teams. Along with providing clear communication and excellent user service (internally and externally) your primary motive is to never receive the same question twice. You will regularly step back, look at the recurring questions and issues and develop solutions that address this.

Key Responsibilities

Be an expert in the features and functionality of the One View platform Provide One View Teams and One View Users support on One View Platform questions and issues Manage demand, with appropriate prioritization applied Analyze reported issues and carry out first level diagnostics before determining next steps Collaborate with other One View teams, through formal and informal channels, to address issues and define next steps.

Requirements

 1 to 3 years’ experience post-graduate, in a technical support/customer facing role High school diploma, general education degree, or equivalent. Analytical thinking & can add knowledge, solutions, and ideas Keen to grow, learn and develop in a challenging hypergrowth organization Works well in a team Wants a serious challenge to accelerate their career Strong Communicator & good at building Relationships Reliable, Confident & Consistent Committed to a great Customer Experience Dynamic ability to prioritize Not afraid to voice concerns and makes suggestions Has Strong presentation skills Wants to be part of an incredible journey, creating a world leading organization Zendesk experience is optional
 

Desired Skills and Experience

Excellent customer service skills Excellent English written and verbal communication skills 2 + years' experience in working with or supporting enterprise platforms Strong organizational, multi-tasking and planning skills Must be motivated, professional, and able to work on own initiative, to take ownership and with the capacity to be a versatile team player – flexible, proactive, and pragmatic Focused and results oriented Maintaining a positive, confident, empathetic, respectful and professional attitude Responding promptly with respect to the customer’s concerns Troubleshooting common issues and directs clients’ issues towards appropriate department if further assistance is needed Identifies problems and guides clients through corrective steps Writes and maintains documentation to improve client references High focus on quality and customer satisfaction Ensure the knowledge exposed to our customers is accessible & meets the highest standards Develop insights as to how knowledge can improve our customer’s experience. Contributing to process automation & efficiency Enhancing quality control process Enabling self-service & the Immedis community   Where we’re going    UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!      UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.    Disability Accommodation   For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com