Lead Product Support Representative
UKG Kronos Systems, LLC

Job Order #: 21009981

Lowell, MA 01851

Full Time

40 hours per week

POSTED 6/18/2024

EXPIRES 9/16/2024

Job Description

Company Overview

Here at UKG, our purpose is people?. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people ? both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers  #WeAreUKG


Job Summary:
UKG is seeking passionate U Krewers to deliver a world-class product support experience to our valued customers. As an experienced member of our Global Support team, you?ll bring expert-level domain knowledge and hands-on experience in the Human Capital Management (HCM) industry. Your innate ability to tackle complex customer issues will help drive exceptional customer satisfaction. This role supports our UKG Pro Payroll/HR product. Candidates must be able to work onsite a minimum of 3 days/week at a UKG office location.

Duties and Responsibilities:
-    Problem Solving Excellence: Leverage payroll, HR or tax expertise, and industry specific
     knowledge to ensure timely and comprehensive resolution of customer support issues
-    Escalated Issue Management: Engage in escalated customer circumstances and drive to
     successful resolution
-    Product Mastery: Attain expert-level proficiency across multiple UKG product lines
-    Coaching and Mentorship: Positively influence peers through coaching and mentoring
-    Product Enablement: Assist in product enablement efforts
-    Adherence to Standards: Model adherence to standard operating procedures and policies
-    After-Hours Support: Participate in on-call rotations for occasional after-hours support

Basic Qualifications:
-    5+ years of experience as a practitioner or software support with expert level experience in at
     least one of the following domains: HCM, Payroll, HR and/or Taxes
-    Proven track record of problem solving complex issues
-    Exceptional written and verbal communication and customer service skills
-    Ability to effectively present in group settings
-    Thrives working in a highly collaborative team environment

Preferred Qualifications:
-    3+ years of experience working with UKG Pro suite of products
-    Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC), Professional in
     Human Resources (PHR) or equivalent certification
-    Knowledge of support tools, such as Salesforce, RingCentral, and remote access tools
-    Data analytics experience
-    Knowledge of SQL and SQL Tools

How To Apply

Please email your resume to thavrith.thao@masshirelowellcc.com for consideration


900 Chelmsford Street
Lowell, MA 01851

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Not Specified

Per Diem Position

Not Specified

Union Position





$70,000.00 - $79,000.00 per year


  • Major Medical
  • Vision Insurance
  • Dental Insurance
  • Life Insurance
  • Retirement Plan
  • 401K
  • Vacation Leave
  • Sick Leave
  • Short Term Disability Leave
  • Long Term Disability Leave

Benefit Details


Thavrith Thao


Business Services Representative






107 Merrimack Street
Lowell, MA 01852