Product Support Representative III

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 KPI's. Develop in-depth product knowledge on UKG's HR and Workforce Management products. Be the first point of contact for support and distribute workload evenly within the team. 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. Develop a Subject matter expertise in areas of the product enabling you to support/coach others and contribute to the overall team's readiness. Improve UKG's KCS knowledge base by creating, updating, and sharing of articles. Take on additional responsibilities as and when required. Exceptional organizational, time-management and planning skills with a strong attention to detail needed. Excellent written, oral communication, listening and telephone skills. You are a born 'detective' and love paying attention to details and putting them together to find the solution. Proven record of high customer satisfaction and KPI performance. Fluent in both written and oral English. Minimum 2 years of experience using or supporting UKG's HR and Workforce Management products. Working knowledge of payroll and payroll concepts, Integrations, Ticketing tool. Ability to successfully work both independently and as part of a team. Ability to perform in a fast-paced environment.