Sr Product Support Representative

Assist customers with the use and usability of our UKG Ready application Diagnose, troubleshoot, and resolve complex issues while providing exceptional service Provide help desk support of assigned cases including outbound call backs, e-mails, chat, and internal support tickets Handle direct client escalations with professionalism, urgency, and accountability Serve as the primary point of contact for high-impact or business-critical customer issues Develop and maintain an advanced level of knowledge of UKG Ready products across Time & Labor, HR, and Payroll modules Act as a Subject Matter Expert (SME) by providing guidance and support to junior associates and peers Mentor and support entry-level representatives in troubleshooting techniques, case management, and customer communication Monitor case aging and ensure proper documentation and workflow compliance Document all interactions with accounts and create a clear trail for others to follow Use advanced product knowledge and experience to resolve difficult and complex tickets submitted by end-users Partner cross-functionally with Product, Engineering, and other internal teams to drive issue resolution when required Identify recurring issues and contribute to process improvements and knowledge base documentation Provide timely, accurate, and complete responses to inquiries Work both independently and as part of a team Participation in on-call rotations may be required to provide occasional after-hours support 4+ years' experience in a fast-paced customer service and/or technical support environment Demonstrated dedication to customer service and experience managing customer relationships and escalations HR, Payroll, Time and Attendance, and/or HCM domain experience 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