Sr Product Support Representative
UKG
Date: 2 days ago
City: Lowell, Massachusetts
Salary:
$50,400
-
$72,400
per year
Contract type: Full time
Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.
Description
The Senior Product Support Representative is responsible for providing product support, resolving mainly recurring and predictable technical issues requiring broad product knowledge, and interacting with end user customers to correct functionality problems and usability issues. He/She specializes in advanced areas within the software.
The Senior Product Support Representative occasionally resolves technical issues requiring in-depth analysis and technical sets, interacting with software engineering and customer IT personnel to isolate and work around software bugs, correct systems level problems, etc.
The Senior Product Support Representative works in a team environment to support Virtual Roster and its’ modules. The Senior Product Support Representative applies company policies and procedures to resolve routine issues and follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
Responsibilities
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
UKG participates in E-Verify. View the E-Verify posters here .
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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 [email protected] .
The pay range for this position is $50,400.00 to $72,400.00 USD, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.
Description
The Senior Product Support Representative is responsible for providing product support, resolving mainly recurring and predictable technical issues requiring broad product knowledge, and interacting with end user customers to correct functionality problems and usability issues. He/She specializes in advanced areas within the software.
The Senior Product Support Representative occasionally resolves technical issues requiring in-depth analysis and technical sets, interacting with software engineering and customer IT personnel to isolate and work around software bugs, correct systems level problems, etc.
The Senior Product Support Representative works in a team environment to support Virtual Roster and its’ modules. The Senior Product Support Representative applies company policies and procedures to resolve routine issues and follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
Responsibilities
- Using professional concepts, support software in various environments.
- Advise and assist customers on system configuration
- Analyze customer configurations and think out of the box to resolve issues. Understand and configure software geared to client specific requirements.
- Research application questions, assist with setting up testing scenarios and provide testing support to the customer.
- Follow practices and procedures in analyzing a variety of business situations or data requiring a review of a variety of factors.
- Utilize his/her technical ability to prioritize issues and respond appropriately to multiple critical situations.
- Provide significant transfer of Virtual Roster product knowledge to Virtual Roster customer
- Maintains log of open Salesforce cases and projects.
- Reports bugs to development team.
- May be involved in providing guidance to customer installations
- Generally, interacts with the customer when the customer’s problem cannot be resolved directly by first-level resources.
- Tests and creates Award Interpreter related items including Pay Rules, Attendance Points, and Payroll export configurations.
- May assist client IT departments with network/server related issues directly impacting the use of Virtual Roster.
- Technical Associates or BS/BA Degree or related discipline preferred or equivalent experience or a minimum of 2-4+ years of related work experience in software applications and customer support
- Interpersonal skills, analytical mindset, technical product knowledge, and strong attention to detail are critical
- Working knowledge of databases/SQL is helpful
- Virtual Roster Suite Experience
- Strong sense of urgency in the decision-making process when assessing problems/situations
- Strong written, verbal and virtual communication skills are a must
- Strong leadership, teamwork, influencing, mentoring, and coaching skills
- Ability to collaborate in a team atmosphere
- Ability to multitask and work in a fast-paced environment
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
UKG participates in E-Verify. View the E-Verify posters here .
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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 [email protected] .
The pay range for this position is $50,400.00 to $72,400.00 USD, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers
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