pune maharashtra email chat support Jobs – 99 Open Jobs Today

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Sr Product Support Representative

UKG (Ultimate Kronos Group) -
Pune, Maharashtra

Apply Now

Job details

7 days ago

Qualifications

Customer retention
Software troubleshooting
Customer service
Technical support
Driving Licence
Bachelor's degree
Computer skills
Communication skills
Time management
Help desk

Full job description

Job description

Company and benefits

Job ID

SRPRO017649

Employment Type

Regular

Work Style

hybrid

Location

Pune City,India

Role

Sr Product Support Representative

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
UKG is looking to hire a Senior Product Support Representative (S4) to join our Global Support organization. The Senior Product Support Representative is expected to deliver high quality support to our UKG Ready customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This senior-level position requires a high degree of ownership, advanced troubleshooting expertise, independent decision-making, and the ability to manage complex customer escalations.
This position will provide end user support for the UKG Ready Time and Labor, Human Resource, and Payroll modules, while also serving as a Subject Matter Expert and escalation point within the team.
This employee must be able to work onsite at least 3 days/week at a UKG office location.

Duties and Responsibilities:

Assist customers with the use and usability of our UKG Ready application
Diagnose, troubleshoot, and resolve complex issues while providing exceptional service
Provide help desk support of assigned cases including outbound call backs, e-mails, chat, and internal support tickets
Handle direct client escalations with professionalism, urgency, and accountability
Serve as the primary point of contact for high-impact or business-critical customer issues
Develop and maintain an advanced level of knowledge of UKG Ready products across Time & Labor, HR, and Payroll modules
Act as a Subject Matter Expert (SME) by providing guidance and support to junior associates and peers
Mentor and support entry-level representatives in troubleshooting techniques, case management, and customer communication
Monitor case aging and ensure proper documentation and workflow compliance
Document all interactions with accounts and create a clear trail for others to follow
Use advanced product knowledge and experience to resolve difficult and complex tickets submitted by end-users
Partner cross-functionally with Product, Engineering, and other internal teams to drive issue resolution when required
Identify recurring issues and contribute to process improvements and knowledge base documentation
Provide timely, accurate, and complete responses to inquiries
Work both independently and as part of a team
Participation in on-call rotations may be required to provide occasional after-hours support

Basic Qualifications:

4+ years’ experience in a fast-paced customer service and/or technical support environment
Demonstrated advanced technical troubleshooting and problem-solving skills
Demonstrated dedication to customer service and experience managing customer relationships and escalations

Preferred Qualifications:

Experience working with/in UKG Product suite
HR, Payroll, Time and Attendance, and/or HCM domain experience
Previous help desk experience
Strong computer skills with a proficiency in successfully learning new technologies quickly
Exceptional organizational, time-management and planning skills with a strong attention to detail
Excellent written, oral communication, listening and telephone skills
Bachelor’s Degree preferred

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 [email protected]

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.

Apply Now

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