About the role

Customer Success team at UKG provides world‑class support for the People Analytics tool, helping customers solve reporting needs. The Product Support Representative III troubleshoots cases via email, phone, chat and collaborates with internal partners to deliver timely resolutions and train users. Based in Pune, India, this hybrid role requires at least three days onsite per week.

What you’ll do

Deliver customer support via case, email, phone, and chat
Diagnose and troubleshoot issues using internal/external resources
Educate and train customers on best practices and workarounds
Document case activity and follow through on commitments
Collaborate with internal partners to expedite customer needs
Participate in product testing and provide feedback
Mentor and train new team members
Participate in on‑call rotations for after‑hours support

What you’ll bring

2+ years customer service/troubleshooting experience
Proficiency in MS Office
Cognos Product Certification
Experience with payroll or HR systems
Knowledge of UKG Pro HRMS Payroll
Programming or coding skills

Nice to have

Bachelor's Degree or equivalent work experience

Skills

Customer SupportTroubleshootingCognosPayroll SystemsHRMSProgramming

Education

Bachelor's Degree