Job description

Company and benefits

- Job ID

PRODU017635

- 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.

Role Overview We are looking for a highly analytical and customer-focused Senior Support Analyst (S3) to manage complex Level 2 support cases within a structured, tiered environment. This role requires solid troubleshooting capability, ownership mindset, and the ability to independently investigate and resolve cross-functional system issues.

Primary Responsibilities

1. Advanced Case Ownership Independently manage and resolve complex Level 2 (L2) support cases. Take end-to-end ownership of issues from investigation through resolution. Communicate clearly, confidently, and professionally with customers via voice and written channels.

2. Structured Troubleshooting & Root Cause Analysis Perform root cause analysis to identify whether issues are data-related, configuration-related, integration-related, or user-driven. Minimize unnecessary escalations through thorough investigation and logical analysis.

3. HCM & Cross-System Analysis Analyze and validate issues related to Payroll, Time & Labor, HR data,



and Benefits modules. Understand interdependencies between employee data, time calculations, payroll processing, and deductions. Provide clear explanations and guidance to customers based on findings.

4. Collaboration & Continuous Improvement Partner with cross-functional teams for resolution of complex or product-related concerns. Document troubleshooting steps, findings, and resolutions clearly and accurately. Contribute to knowledge sharing and process improvement initiatives within the team.

Required Qualifications OR Strong analytical and problem-solving skills with the ability to independently investigate issues. Experience working in an SLA-driven support environment. Excellent verbal and written communication skills. Work Model & Shift Requirements Flexible to work in rotational evening shifts with start times of 6:30 PM and 8:30 PM, based on business requirements. Ability to work in a hybrid model (minimum 3 days in office), with flexibility to support 5 days in-office during peak operational cycles or as organizational needs evolve.

Company Overview: 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

- 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 Iii (Pune)
🏢 UKG (Ultimate Kronos Group)
📍 Pune