Job Description

Job description

Company and benefits

Job ID

PRODU016753

Employment Type

Regular

Work Style

hybrid

Location

Pune City,India

Role

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



The Product Support Representative III (S3) is a senior customer-facing role responsible for delivering exceptional voice-based and digital support to our US customers. You'll leverage your advanced domain expertise in US Payroll, Time, Labor, and HR systems to resolve complex technical issues, mentor new hires, and help shape best practices across the team.



This role requires expert communication skills, deep functional knowledge, and a proactive, leadership-oriented mindset -- balancing customer success, mentorship, and continuous improvement.



Primary Responsibilities

1. Customer Support Excellence



Serve as a senior point of contact for customer inquiries, primarily through voice-based channels.



Demonstrate advanced communication skills that build confidence, trust, and satisfaction with every interaction.



Manage escalated or complex cases with a focus on root-cause resolution and long-term customer success.



2. Domain & Technical Proficiency



Provide expert-level support on the UKG Ready application, including US Payroll, Time and Labor, and HR systems.



Independently troubleshoot and resolve complex product issues requiring advanced analytical and technical skills.



Collaborate closely with Tier 2 and Product teams to identify patterns, report defects, and contribute to product improvements.



2-4 years of hands-on experience in US Payroll, Time and Labor, or HR systems is required.



3. Performance & Productivity Focus



Consistently meet or exceed performance metrics for quality, productivity, and customer satisfaction.



Maintain a high level of productive hours over the phone with customers, balancing casework with mentoring and knowledge sharing.



Demonstrate strong ownership of personal and team results, setting the standard for performance consistency.



4. Process Adherence



Follow all UKG support protocols, policies, and documentation standards.



Ensure detailed and accurate documentation for each customer case.



Participate in process-improvement discussions and help implement best practices across the team.



5. Team Collaboration



Partner across teams and geographies to solve problems efficiently and elevate customer experience.



Lead by example, fostering a culture of teamwork, respect, and accountability.



Uphold UKG's "Partners for Life" model through collaboration, transparency, and integrity.



6. Mentorship & Knowledge Sharing



Act as a mentor and subject matter resource for new hires and peers.



Provide guidance on tools, workflows, troubleshooting methods, and effective communication practices.



Contribute to knowledge base articles, team training sessions, and onboarding initiatives to accelerate team readiness.



7. Adaptability & Learning Mindset



Stay up to date on new product releases, system updates, and industry trends.



Embrace new challenges and feedback as opportunities for continuous growth.



Demonstrate agility and composure in a fast-paced, evolving environment.



8. Work Flexibility



Willing to work Eastern Time Zone hours and follow a hybrid work model (minimum 3 days in office per week).



Adapt to changing business priorities and operational demands.



Qualifications



3-5 years of experience in voice-based customer support for US clients (mandatory).



2-4 years of experience in US Payroll, Time and Labor, or HR systems (required).



Strong verbal and written English communication skills.



Proven ability to manage complex customer issues and mentor others effectively.



Bachelor's degree (BCom, BA, BSc).



Proficient in Microsoft Suite (Outlook, Teams, Excel, Word).



Certification in Payroll or HR systems is an advantage.



What Success Looks Like



Customers and peers view you as dependable, knowledgeable, and professional.



You actively contribute to a culture of excellence, learning, and collaboration.




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



NOTICE ON HIRING SCAMS

UKG will never ask you for a copy of your driver's license, social security card, or passport during a job inter


ABOUT OUR JOB DESCRIPTIONS

All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.