Job description

Company and perks

- Job ID

PRODU017510

- Employment Type

Regular

- Work Style

on-site

- Location

Pune City,India

- Role

Product Support Representative II

Open to working from the office 5 days a week during the initial 4‑month period as a mandatory requirement.

About UKG

With 80,000 customers across 150 countries, UKG is the largest U.S.based private software company globally. At UKG, our purpose is people. We build award-winning HCM technology designed to inspire every organization to become a great place to work, and we support that mission with a culture that values empathy, inclusion, and growth.

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.

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 customer engagement skills. As you grow, you’ll gain exposure to more complex issues, expanded responsibilities, and future career opportunities within Support and across the organization.

Equal Opportunity Employer

UKG is proud to be an equal opportunity employer and is committed to fostering an inclusive workplace. We welcome and encourage applicants of all backgrounds and abilities.

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

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