Job descriptionCompany and benefits Job IDPRODU016374 Employment TypeRegular Work Stylehybrid LocationPune City India RoleProduct 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 advantages 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 II S2 is a customer-facing role responsible for delivering outstanding voice-based and digital support to our US customers You ll play a key role in resolving technical issues guiding users on the UKG Ready application Time Labor HR and Payroll modules and ensuring an exceptional customer experience through every interaction This role requires strong communication skills technical curiosity and a results-driven mindset balancing productivity goals with continuous learning and collaboration Primary Responsibilities 1 Customer Support Excellence Serve as the first point of contact for customer inquiries primarily through voice-based channels Demonstrate clear confident and empathetic communication while maintaining professionalism and customer trust Manage interactions efficiently and provide timely accurate resolutions to drive customer satisfaction and retention 2 Domain Technical Proficiency Troubleshoot and resolve issues related to US Payroll Time and Labor and HR systems Apply analytical and problem-solving skills to investigate and reproduce customer-reported issues Collaborate with the Tier 2 team to escalate and resolve complex product or technical concerns Preferred but not required 0-2 years of hands-on experience with US Payroll or HR systems 3 Performance Productivity Focus Achieve and maintain high productive hours over the phone with customers Consistently meet or exceed team KPIs for quality response time and resolution rate Use remaining time effectively for research learning and skill enhancement Demonstrate ownership and accountability for individual and team goals 4 Process Adherence Follow all UKG policies support protocols and documentation standards Complete assigned tasks training and certifications within required timelines Participate actively in meetings huddles and process-improvement discussions 5 Team Collaboration Contribute to a positive team culture by supporting peers and sharing knowledge Collaborate across functions and geographies to enhance overall customer experience Uphold the Partners for Life model through teamwork and customer advocacy 6 Adaptability Learning Mindset Thrive in a rapid-paced evolving environment with frequent product updates Take initiative in learning new modules technologies and troubleshooting techniques Embrace feedback and coaching to continuously improve 7 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 priorities and operational demands Qualifications 2-3 years of experience in voice-based customer support for US clients mandatory Strong verbal and written English communication skills Demonstrated ability to multitask and meet performance goals in a metrics-driven environment Strong analytical and technical troubleshooting abilities Bachelor s degree BCom BA BSc Proficient in Microsoft Suite Outlook Teams Excel Word Certification in Payroll or HR systems is a plus What Success Looks Like You build trust quickly with customers through clarity and ownership You consistently meet or exceed KPIs while maintaining high customer satisfaction You actively learn adapt and grow within the team You contribute positively to the culture and success of the broader support organization 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

📌 Product Support Representative Ii (Maharashtra)
🏢 Ukg
📍 Maharashtra