Product Support Representative II

UKG; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading software solutions company is seeking a Product Support Representative in Pune, India. The role entails resolving client issues and providing exceptional customer service. Responsibilities include assisting customers via phone and email, managing expectations, and multitasking effectively. Candidates must have a Bachelor's degree, strong communication skills, and 1-3 years of relevant experience. Knowledge of SQL and US Payroll is a plus. This position offers a dynamic work environment with opportunities for technical growth.

Qualifications

• 1-3 years of customer service experience.
• Proficient in English with strong communication skills.
• Experience with US Payroll/Time and Labor/HR is advantageous.

Responsibilities

• Serve as first point of contact for customers via phone and email.
• Provide empathetic customer service to ensure satisfaction.
• Utilize problem-solving skills to resolve complex queries.

Skills

Customer service

Technical troubleshooting

Problem-solving

Multitasking

Verbal communication

Written communication

Collaboration

Time management

Education

Bachelor’s degree (BCom, BA, BSc)

Tools

Microsoft Suite Applications (Outlook, Teams, Excel, Word)

SQL

Job description

About the Role:

As a Product Support Representative, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional technical, analytical and customer service skills. This position involves providing end-user support for UKGs Pro Workforce Management solution requiring keen problem-solving abilities and a commitment to quality.

Primary/Essential Duties and Key Responsibilities:

• Working hours will align with US business hours (9a-6p EST) and adjust by 1 hour to account for daylight savings time.
• Serve as the first point of contact for our customers, providing support through various channels inbound phones, email and a callback model.
• Expand your knowledge of product offerings, support policies, and delivery methods.
• Provide empathetic customer service to ensure customer satisfaction.
• Foster strong relationships with internal partners and communicate effectively across all organizational levels.
• Utilize your problem-solving skills to resolve complex customer queries.
• Thrive in a fast-paced, high-volume environment with precision and accuracy.
• Efficiently leverage various technologies and multiple screens.
• Participate in internal and external training sessions as required.
• Proficient in English, with strong verbal and written communication skills.
• Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
• 1-3 years of customer service experience.
• Experience with US Payroll/Time and Labor/HR is advantageous.
• Demonstrated technical troubleshooting skills.
• Ability to set and manage customer expectations effectively.
• Strong collaboration and time management skills.
• Experience handling sensitive situations professionally and thoroughly.
• Highly motivated and team-oriented.

Education, Certification and Additional Qualifications:

• Bachelor’s degree required: BCom, BA, BSc.
• Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word.
• Customer support experience
• Knowledge of SQL is a plus