Product Support Representative III
- UKG
- 2 - 7 years
- Pune
- 3 months ago
- Email to a friend
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Job Description
UKG is seeking a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team. As a member of this growing team, you will be expected to deliver an efficient and consistent world-class customer experience. Exhibiting high standards of communication and service whilst troubleshooting complex customer issues providing in-depth analysis and expedient resolutions.Duties and Responsibilities:
Put the customer in the fore front of everything you do driving world class Customer Satisfaction.
Provide exceptional support based on agreed Service Level Agreements (SLAs) and key KPIs.
Develop in-depth product knowledge on UKGs HR and Talent Acquisition products.
Be the first point of contact for support.
Triage and resolve cases expediently utilizing best practice troubleshooting skills.
Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, competently using all methods of spoken and written communication.
Ensure the customer is always updated on progress of their issue with clear and progressive action plans and next steps.
Utilize internal tools to replicate customer configurations, advance cases to next level Engineers/Engineering.
Improve UKGs knowledge base by creating, updating, and sharing of articles.
Take on additional responsibilities as and when required.
Participation in on-call rotations is required to provide occasional after-hours supportBasic Qualifications:
2+ years experience in a fast-paced customer service and/or technical support environment
Demonstrated technical troubleshooting and/or problem-solving skills
Demonstrated dedication to customer service and experience managing customer relationshipsPreferred Qualifications:
Experience working with/in UKG Product suite
Some experience in working with JIRA, SQL, Salesforce
Strong computer skills with a proficiency in successfully learning new technologies quickly
Exceptional organizational, time-management and planning skills with a strong attention to detail
Excellent written, oral communication, listening and telephone skills
For individuals with disabilities that need additional assistance at any point , please email
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: UKGLocation(s): Pune
Keyskills: sql salesforce talent acquisition technical support jira browsing product support customer service receptionist activities presentation skills epabx front office troubleshooting telephone operating data entry internet customer experience
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About Us- Ultimate Kronos Group (UKG) is an American Multinational Technology company, headquartered in the United States. At UKG, our purpose is people. Formed by three leaders in HR solutions, UKG combines the strength and innovation of Ultimate Software, Kronos and PeopleDoc. Our love for all t...
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