Product Support Representative II

Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. Job Summary UKG is seeking a client focused and detail oriented Specialty Support Representative II to join our Payroll Services Support team. Payroll Services Support partners closely with Payroll Operations and Tax Compliance teams to deliver accurate, timely, and compliant payroll services to our UKG Ready and clients. This role is responsible for managing and resolving complex Payroll Services–related inquiries, responding promptly to client and internal partner requests, and driving effective resolution while maintaining a high level of client satisfaction. The Specialty Support Representative II supports tax, funding, post payroll, and configuration related issues that require specialized Payroll Services knowledge. Duties and Responsibilities May Include: • Resolve complex Payroll Services–related client inquiries, including payroll tax issues, post payroll submissions, funding inquiries, and configuration changes. • Research, troubleshoot, and analyze issues related to amended tax returns, ACH returns, payroll funding exceptions, tax code maintenance, bank account updates, and check delivery configurations. • Partner with Payroll Services Operations, Tax Filing, Funding, and Product Support teams to drive accurate and timely issue resolution. • Manage Salesforce cases in a timely manner, documenting all analysis, actions taken, and client communications to ensure clear audit trails. • Communicate proactively with clients to provide status updates, set expectations, and ensure understanding of required actions. • Identify trends, recurring issues, or potential risks and escalate to leadership when appropriate. • Ensure compliance with internal controls, payroll tax regulations, and data handling requirements. • Support peak processing periods by effectively managing an increased case workload while maintaining service quality. • Participate in initiatives to improve Payroll Services support processes, documentation, and client experience. • Collaborate effectively within a team environment and function independently while managing competing priorities. • Perform additional duties or stretch assignments as assigned. Required Qualifications: • 2+ years of experience supporting payroll and/or payroll tax systems, or equivalent experience in a payroll service bureau or help desk environment • Strong analytical and problem solving skills with high attention to detail • Excellent customer service and client communication skills • Ability to manage an average case workload of approximately 20 cases, increasing to 30+ during peak periods • Ability to exercise judgment within broadly defined practices and procedures • Strong organizational and time management skills in a fast paced, deadline driven environment • Proficiency with Microsoft Office tools, including Excel • Experience documenting and managing work within Salesforce or similar case management systems Preferred Qualifications: • Familiarity with UKG Ready and/or HCM applications • Experience supporting payroll funding, tax corrections, or post payroll processing • Experience working directly with clients using email, phone, and collaboration tools (MS Teams/Zoom) • Bachelor’s degree or equivalent work experience Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com. 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 in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com