Product Support Representative II

Provide advanced technical support/troubleshooting to clients via cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat) Diagnose and resolve complex issues related to our HCM software, in a timely, accurate, and empathetic fashion. Escalate unresolved issues to higher-level support or development teams, as necessary. Advance knowledge and add value by becoming proficient in multiple UKG product disciplines Participate in on-call rotations to support critical client needs "after hours" (2-5 times a year) Client Interaction: Initial contact and face of the company while intaking and diagnosing customer inquiries; ensuring high levels of customer satisfaction. Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases. Documentation and Reporting: Document all client interactions and troubleshooting steps in the support CRM (Salesforce). Generate and analyze reports, leverage, and update knowledge articles, and provide comprehensive instructions and updates via case management. Assist in real-time supporting and mentoring of peers. Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement. Assist with product enablement 4+ years of experience in a service and/or technical support role, preferably in the HCM SaaS sector. Extensive experience processing and/or supporting Payroll/HR/Time tasks, systems, and processes. Bachelor's degree in information technology, Human Resources, Finance, Business Administration, or a related field. Relevant certifications such as Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC) are highly desirable. UKG Pro Experience or relative HCM product support exposure SQL scripting and data base experience with MS SQL Ability to thrive in a fast-paced, high demand environment Capability to work independently and as part of a cohesive team. Proficient in using support ticketing systems and CRM software (Salesforce) .