Product Support Representative II

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 II 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 entry-level role focuses on confident issue triage, delivering immediate value during customer interactions, and resolving or escalating issues appropriately to ensure a seamless customer experience.

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, metrics-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.
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 SLA, CSAT, and OSAT, and contribute to meeting team performance goals.
Collaborate with peers, senior support staff, and cross-functional partners to ensure smooth handoffs and continuity.
Participate in required training, coaching, and continuous learning activities.
Support after-hours or on-call rotations as scheduled to assist with critical customer needs.

Preferred Skills & Experience

1–3 years of product support experience
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).

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…