Product Support Representative II

1. Customer Support Excellence Serve as the first point of contact for customer inquiries, primarily through voice-based channels. Demonstrate clear, confident, and empathetic communication while maintaining professionalism and customer trust. Take ownership of customer issues by investigating, troubleshooting, and identifying root causes through a methodical process of elimination before considering escalation. Manage interactions efficiently and provide timely, accurate resolutions to drive customer satisfaction and retention. 2. Domain & Technical Proficiency Apply analytical and problem-solving skills to investigate and reproduce customer-reported issues. Troubleshoot and resolve customer-reported issues across applications and systems, using a structured and analytical approach; familiarity with HCM domains such as US Payroll, Time & Labor, and HR is a strong plus. Collaborate with the Tier 2 team to escalate and resolve complex product or technical concerns. 0-2 years of hands-on experience with US Payroll or HR systems. 3. Performance & Productivity Focus Achieve and maintain high productive hours over the phone with customers. Consistently meet or exceed team KPIs for quality, response time, and resolution rate. Use remaining time effectively for research, learning, and skill enhancement. Demonstrate ownership and accountability for individual and team goals. 4. Process Adherence Follow all UKG policies, support protocols, and documentation standards. Complete assigned tasks, training, and certifications within required timelines. Participate actively in meetings, huddles, and process-improvement discussions. 5. 2-3 years of experience in voice-based Technical support for US clients (mandatory). Demonstrated ability to multitask and meet performance goals in a metrics-driven environment. Strong analytical and technical troubleshooting abilities. Experience working in a tiered support environment, with hands-on responsibility in a Level 2 (L2) support role. Bachelor's degree (BCom, BA, BSc Computers). Proficient in Microsoft Suite (Outlook, Teams, Excel, Word). Certification in Payroll or HR systems is a plus. What Success Looks Like You build trust quickly with customers through clarity and ownership. You consistently meet or exceed KPIs while maintaining high customer satisfaction. You actively learn, adapt, and grow within the team. You contribute positively to the culture and success of the broader support organization.