Product Support Representative (Voice and Chat Support)

Role & responsibilities

Work as a first point of contact for a team servicing customers with the use and usability of our UKG Ready application.
• Work on support tickets, which may also include outbound call backs, e-mails, and chats.
• Acquire and expand knowledge of product offerings, support policies, and methods of support delivery.
• Provide excellent customer service skills with a proactive approach for customer satisfaction.
• Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms.
• Use product knowledge and experience to resolve difficult chats submitted by end-users while making use of problem-solving abilities.
• Maintain the "Partners for Life" model by providing white-glove support.
• Work effectively within a fast-paced environment with a high degree of success
• Acquire and maintain knowledge of product related changes and current department policies and procedures
• Leverage various technologies and multiple screens efficiently.
• Attend internal and external department training sessions as required

Preferred candidate profile

Proficient in English, encompassing writing, speaking, and comprehension
• Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment
• 1-5 years customer service experience of US Payroll/Time and Labor/HR
• Demonstrate strong technical troubleshooting skills including advanced diagnostic and problem-solving skills, identifying, and researching solutions for complex technical issues.
• Confidence and strong leadership abilities
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills
• Ability to multitask; can prioritize and juggle many tasks or projects at once
• Experience in handling difficult or sensitive situations to include crisis management and conflict resolution skills, with a proven ability to navigate high-pressure situations while maintaining professionalism.
• Highly motivated and team oriented
• Openness to working in EST time zones to include flexibility in working hours to accommodate global team collaboration and customer needs.

Education and Certifications:

• Bachelors degree required: BCom, BA, BSc.
• Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word
• Certification in the Payroll/HR industry a plus