Introduction
Are you a customer-focused individual with a knack for technology and a passion for helping others succeed? UKG (Ultimate Kronos Group), a leading global provider of human capital management (HCM) and workforce management solutions, is actively seeking Product Support Representatives in India, primarily in locations like Pune and Noida. This role is crucial in ensuring that UKG’s customers effectively utilize their cutting-edge HR, payroll, and workforce management software. As a Product Support Representative, you will be the first point of contact for clients, troubleshooting technical issues, guiding them through product functionalities, and providing exceptional service to ensure their success. If you possess strong communication skills, technical aptitude, and a dedication to customer satisfaction, UKG offers a dynamic and supportive environment to build a rewarding career.
Roles and Responsibilities
A Product Support Representative at UKG is on the front lines of customer satisfaction, providing essential technical and functional support for UKG’s comprehensive suite of HR and workforce management products. Key responsibilities typically include:
- Front-line Customer Support: Serving as the first point of contact for customers, answering inbound calls, emails, and chats with enthusiasm and confidence.
- Technical Troubleshooting: Diagnosing, troubleshooting, and resolving product-related issues. This involves understanding customer problems, replicating issues, and utilizing internal and external resources to recommend resolutions.
- Product Expertise: Maintaining a high-level understanding of the extensive UKG product suite, especially modules related to Payroll, Time and Labor/Employee Scheduling, Human Resources, and Tax.
- Case Management: Creating and dispatching cases/tickets to the appropriate queues, managing case queues, and establishing case priorities in accordance with client Service Level Agreements (SLAs).
- Documentation: Accurately documenting all interactions with accounts, troubleshooting steps, findings, and resolutions within designated tracking systems to maintain a clear audit trail.
- Customer Education: Educating and training customers on resolution best practices and workarounds to promote self-sufficiency and enhance their product utilization.
- Collaboration: Collaborating across internal teams (e.g., Global Support, Product, Engineering) to escalate complex issues to on-call technicians or higher-tier support for urgent customer needs.
- Adherence to Standards: Adhering to standard operating procedures (SOPs) and policies, ensuring high-quality service delivery.
- Continuous Learning: Participating in assigned project work, internal/external training sessions, and continuous learning to stay updated on product enhancements and industry trends.
- Shift Work: Willingness to work in shifts, potentially including US Eastern time zones, to support global clients.
Salary and Benefits
UKG offers a competitive salary and a comprehensive benefits package designed to support the well-being and professional growth of its employees in India.
- Average Base Salary (Product Support Representative):
- For a Product Support Representative (typically with 1-3 years of customer service experience), the average annual CTC (Cost to Company) in India can range from ₹3.5 lakhs to ₹6.5 lakhs per annum.
- Specific salary may vary based on experience level (e.g., Product Support Representative I vs. II), location, and specific technical proficiencies.
- Performance-Based Incentives: UKG often provides performance-based bonuses or incentives tied to customer satisfaction (CSAT) scores, resolution rates, and other key performance indicators (KPIs).
- Health & Wellness Benefits:
- Comprehensive medical, dental, and vision insurance coverage for employees and their dependents.
- Employee Meal Program.
- Wellness programs, including wellness education, fitness assessments, exercise classes, and access to mental health benefits (e.g., through Employee Assistance Programs).
- Financial & Retirement Benefits:
- Provident Fund (PF) contributions.
- “U Choose” benefits program: A customizable expense reimbursement program (up to ~INR 57,300 annually) for various life expenses, including childcare, health & wellness, home internet, and pet veterinary services. This highlights UKG’s commitment to personalized benefits.
- Short-term cash incentives and long-term equity rewards for making UKG’s goals a reality.
- Time Away from Work:
- “U Krew Time” (generous time-off policy).
- Paid maternity, paternity, and parental leave, often with 100% of salary paid.
- Professional Development & Growth:
- Comprehensive onboarding journey with paid training and a mentoring program.
- Tuition Reimbursement Program for undergraduate, graduate, or post-graduate degree programs relevant to your job or future opportunities at UKG.
- Timely training for skill enhancement and career advancement goals.
- Opportunities for internal mobility and career progression within various support tiers or into other departments like implementation, consulting, or product.
- Work Environment:
- Inclusive culture with active and engaged employee resource groups.
- Supportive management that prioritizes professional growth and development.
- Office transport (pickup and drop-off service) for certain locations (e.g., Noida).
Eligibility Criteria
UKG looks for empathetic, technically inclined, and adaptable individuals for its Product Support Representative roles.
- Educational Qualification: A Bachelor’s degree is generally required, such as BCom, BA, BSc, or a related field.
- Experience: Typically 1-3 years of customer service experience, preferably in inbound phone support, technical support, or a help desk environment. Experience supporting HR, Payroll, or Time & Attendance software is a significant advantage.
- Key Skills:
- Exceptional Communication Skills: Proficient in English, with strong verbal and written communication abilities to clearly articulate solutions and interact professionally with customers.
- Customer Service Orientation: Demonstrated dedication to customer service and experience in managing customer relationships with empathy and confidence.
- Technical Aptitude: Ability to quickly learn and understand complex software products. Strong technical troubleshooting skills and proficiency in successfully learning new technologies.
- Problem-Solving & Analytical Skills: Strong problem-solving and analytical abilities to diagnose issues, identify root causes, and recommend effective resolutions.
- Proficiency in MS Office: Especially MS Office applications like Outlook, Teams, Excel, and Word.
- Multitasking & Time Management: Ability to multitask, prioritize projects, and achieve goals in a fast-paced, high-volume, metrics-driven environment.
- Team-Oriented: Highly motivated and able to collaborate effectively with colleagues and internal partners.
- Domain Knowledge (Preferred): Experience or knowledge of US Payroll, Time and Labor, Human Resources (HR), or Human Capital Management (HCM) concepts. FPC (Fundamental Payroll Certification) or CPP (Certified Payroll Professional) certification is a plus.
- SQL Knowledge (Optional but a plus): Basic knowledge of SQL can be beneficial for data-related troubleshooting.
- Adaptability: Open to working in different time zones (e.g., Eastern time zones to align with US customers) and flexible work shifts.
Application Process
If you’re ready to join a company that prioritizes people and purpose, here’s a general overview of UKG’s application process for Product Support Representative roles:
- Online Application: Visit the official UKG Careers page (apply.ukg.com/careers) or search on major job portals like LinkedIn, Indeed, or Naukri. Look for “Product Support Representative” or “Customer Service Coordinator” roles.
- Resume Submission: Upload a well-crafted resume that clearly highlights your customer service experience, technical troubleshooting skills, communication abilities, and any relevant HR/payroll domain knowledge. Tailor it to the job description.
- Initial Screening: A recruiter will review your application. If shortlisted, you will typically receive an invitation for an initial phone screen (usually 30 minutes). This call focuses on your background, experience, and understanding of the role, as well as assessing your alignment with UKG’s culture and values.
- Online Assessment (Potential): For some customer support roles, there might be an online assessment to evaluate your communication skills (e.g., a Versant test), basic technical aptitude, or problem-solving abilities.
Interview Process
The interview process for a Product Support Representative at UKG usually consists of 2-3 rounds, designed to assess your customer service skills, technical aptitude, and problem-solving abilities.
- Round 1: HR Interview / Communication Round (Phone/Video Call)
- Focus: Your communication skills, motivation, and fit for a customer-facing role.
- Questions:
- “Tell me about yourself and your customer service experience.”
- “Why are you interested in a Product Support Representative role at UKG?”
- “What do you know about UKG and its products (especially HR/Payroll solutions)?”
- “Describe a time you had to handle a difficult customer. How did you resolve the situation?” (Use the STAR method).
- Questions to assess your English verbal and written communication.
- Discussion about your willingness to work in rotational shifts or US time zones.
- Round 2: Technical / Situational Interview (Managerial Round)
- Focus: Your technical troubleshooting skills, problem-solving approach, and ability to apply product knowledge to real-world scenarios. This round is usually with a Product Support Manager or Team Lead.
- Questions:
- Scenario-based questions: “A customer calls unable to process payroll due to an error. What steps would you take to troubleshoot?” or “A client is struggling to run a specific report in the HR module; how would you assist them?”
- Questions on your experience with ticketing systems and how you prioritize cases.
- “How do you ensure accuracy and attention to detail when dealing with sensitive customer data (like payroll)?”
- Discussion about your experience with MS Excel for data analysis or troubleshooting.
- Questions on your understanding of basic HR/Payroll concepts if you have prior experience.
- Round 3: Final HR/Senior Manager Round (If applicable)
- Focus: Final cultural fit, career aspirations, and discussion of compensation and benefits.
- Questions: “Where do you see yourself in 3-5 years?”, “What are your salary expectations?”, “What makes you a good fit for UKG’s culture?”, and any questions you have about the team or company.
Throughout the process, emphasize your strong communication, problem-solving abilities, customer-centric mindset, and enthusiasm for supporting complex software solutions. Demonstrating an understanding of UKG’s “People Purpose” and core values will also be beneficial.
Conclusion
A Product Support Representative role at UKG offers a meaningful career path where you can directly impact the success of organizations by ensuring they maximize their human capital management investments. You will gain valuable experience in a critical domain, continuously learn about evolving HR technology, and be part of a company that truly values its people. If you are a dedicated problem-solver with excellent communication skills and a passion for service, explore the opportunities to join UKG and help build great workplaces worldwide.
