Description
Job Summary
UKG seeks a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team to deliver world-class customer experiences for our Human Capital Management (HCM) and Workforce Management (WFM) solutions.
As a valued member of our expert Shared Services team, you’ll deliver prompt responses, conduct thorough analyses, and provide timely resolutions for product-related issues. Your exceptional communication skills and expertise in HRIS system analysis, integrations, and system performance will be pivotal to your success in this role. In this role you will have the opportunity to enhance UKG’s standing as a global leader in HCM and Workforce Management solutions. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.
Join our team and make a lasting impact as you drive excellence in our customer support, leveraging your expertise and dedication to ensure seamless product experiences.
Duties and Responsibilities
•Drive world-class customer experience by prioritizing customer satisfaction by putting their needs at the forefront of all interactions
•Deliver exceptional support by adhering to established processes and best practices to achieve key performance indicators (KPIs) and service level agreements (SLAs)
•Develop in-depth UKG product knowledge and expertise, including a deep understanding of functionality and architecture
•Efficiently troubleshoot and resolve issues by researching, and identifying the root cause using solid problem-solving skills
•Keep internal and external customers informed about issue resolution progress with clear action plans and timelines via phone, email, and document in UKG’s case tracking system
•Utilize internal tools to replicate customer configurations and scenarios to advance cases
•Log product deficiencies and work with Engineering to achieve resolution
•Practice knowledge-centered service by contributing to knowledge base articles
•Maintain effective communication with management for issues escalation and resolution
•Participation in an on-call rotation is required to provide occasional after-hours support
•Adapt to additional duties and responsibilities as needed
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