Product Support Representative III

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.

About the Role
As a Product Support Representative III on the Rapid Response team, you will serve as a critical first point of contact for customers seeking timely, effective support across multiple channels. This advanced-level individual contributor role focuses on independently resolving complex customer issues, leading high-impact interactions, and serving as a technical and operational resource for the Rapid Response team.

Support provided in this role centers on application use, configuration assistance, and troubleshooting/diagnostic efforts for UKG Workforce Management (ProWFM) timekeeping solutions and related ancillary products. Representatives apply structured problem-solving techniques, supported by AI-powered tools and internal resources, to identify root causes, validate findings, and guide customers toward effective outcomes.

This role operates in a fast-paced, metric-driven environment, emphasizing a phone-first approach to support as a key channel, alongside case-based and written interactions. Team members are expected to incorporate AI-powered tools into daily workflows to support troubleshooting, decision-making, and efficient case handling. Proficiency with AI is developed through training and coaching, with consistent use expected from day one.

Key Responsibilities
• Serve as a first point of contact for customer inquiries related to products supported via a phone-first approach and digital support channels, with a focus on rapid and effective triage.
• Utilize AI-assisted tools and internal resources to diagnose issues, validate findings, and guide next steps.
• Add value during first contact by clarifying issues, gathering required information, and resolving known problems when possible.
• Determine appropriate resolution paths, including timely escalation to higher support tiers when necessary and diagnosing customer inquiries, ensuring high levels of customer satisfaction
• Provide empathetic, professional communication to customers during high-impact or time-sensitive situations.
• Document all case activity accurately and thoroughly, following established quality and knowledge practices.
• Maintain awareness of operational metrics, including Service Level Agreement, Customer Satisfaction, and Overall Satisfaction, and contribute to meeting team performance goals.
• Collaborate with peers, senior support staff, and cross-functional partners to ensure smooth handoffs and continuity and mentoring the subordinates from product knowledge and guidance perspective.
• Participate in required training, coaching, and continuous learning activities.
• Support after-hours or on-call rotations as scheduled to assist with critical customer needs.
• Provide real-time guidance, mentoring, and support to peers, helping elevate team capability, consistency, and confidence during live customer interactions.
• Continuously stay current on new product features, platform advancements, and technologies to maintain proficiency and deliver informed guidance.
• Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement
• Advance knowledge and add value by becoming proficient in multiple UKG product disciplines

Preferred Skills & Experience
• 4–6+ years of progressive experience in service and/or technical support roles, with demonstrated success resolving complex issues independently.
• Prior experience supporting timekeeping, workforce management, or payroll-related solutions is strongly preferred.
• Product Support Representative III roles are expected to operate with a high degree of autonomy, sound judgment, and technical depth, while positively influencing customer outcomes, peer effectiveness, and support operations
• Capability to work independently and as part of a cohesive team.
• Strong verbal and written communication skills, particularly in real-time customer interactions.
• Ability to remain calm, organized, and effective in high-volume or high-pressure environments.
• Comfort using AI-powered tools, knowledge bases, and guided workflows, with a willingness to learn and adapt.
• Analytical mindset with the ability to assess issues, identify patterns, and follow structured troubleshooting processes.
• Familiarity with CRM or case management systems (Salesforce experience helpful).
• Flexible in working US hours and multiple shifts rotations( mandatory )

What We Value
• Empathy and a customer-first mindset.
• Strong judgment in determining resolution versus escalation.
• Attention to detail and commitment to quality case handling.
• Coachability, curiosity, and a willingness to learn.
• Collaboration and respect for shared team success.

Growth & Development
UKG is committed to supporting your development from day one. This role includes a structured onboarding program, hands-on training, and ongoing coaching to build confidence in product knowledge, AI-assisted support practices, and customer engagement skills. As you grow, you’ll gain exposure to more complex issues, expanded responsibilities, and future career opportunities within Support and across the organization.
Equal Opportunity Employer
UKG is proud to be an equal opportunity employer and is committed to fostering an inclusive workplace. We welcome and encourage applicants of all backgrounds and abilities.

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