customer technical support jobs in alpharetta ga united states

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Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences Offer and implement creative solutions within product support. 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And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose -- a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose -- people --then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. The responsibility of the Product Support Representative is to establish and maintain a strong working relationship with our customer base. Support is primarily provided through telephone and internet connectivity using Salesforce. This role is part of a team that is crucial in supporting our award-winning UKGPro Payroll, Core, and HR solutions. As a Product Support Representative III, you will be responsible for providing in-depth analysis and timely resolutions or workarounds for customer issues. This position requires excellent analytical, problem-solving, and troubleshooting skills. The applicant must be able to work onsite at UKG location at least 3 days/week and must be able to work 9:00am-6:00pm (preferred) local time. Job Responsibilities: Serve as the initial point of contact for customer inquiries related to Payroll, Core, and HR Deliver exceptional support to our customers using various communication channels, such as phone, email, remote sessions, and our CRM case management system Continuously acquire and expand knowledge of our product offerings, support policies, and methods of support delivery Demonstrate excellent customer service skills with a proactive approach to ensure customer satisfaction Cultivate strong relationships with internal stakeholders and effectively communicate with individuals at all levels of the organization using multiple communication platforms Participation in on-call rotations is required to provide occasional after-hours support Basic Qualifications: 2+ years of customer service experience 2+ years of software support experience Experience with HR/Payroll Strong verbal and written communication skills with a demonstrated communication ability. Experience in handling demanding or sensitive situations in a professional, timely, and thorough manner Highly motivated and team-oriented Preferred Qualifications: Previous IT help desk experience Knowledge of SQL and/or Salesforce Certification in the Payroll/HR industry BS/BA preferred or equivalent work experience Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! Equal Opportunity Employer Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. View The EEO Know Your Rights poster and its supplement. View the Pay Transparency Nondiscrimination Provision UKG participates in E-Verify. View the E-Verify posters here. Disability Accommodation For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com. The pay range for this position is $41,600 to $59,800, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. 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Demonstrate experience with the full release management lifecycle including scheduling, coordinating, and the management of releases across multiple environments. Proven understanding of change management principles and practices, change control activities and change request processing. Excellent communication, interpersonal and collaboration skills required to lead large cross functional global teams throughout the release cycle. Organized and detail-oriented, with the ability to manage multiple tasks and priorities simultaneously. High ownership and accountability mindset and ability to work in a fast-paced team environment Perform in a hybrid-office role, requiring three or more days per week in the office. Out-of-the-box thinker and results-driven problem solver, who is excited to dive into tough problems, and committed to delivering clear business outcomes. Implement systems and processes that enable informed and data-driven decision making Develop and streamline processes to scale Release Management Partner closely with cross functional teams to improve the overall customer experience Practice continuous learning, including the ability to ask relevant questions to understand requirements and context, as well as ability to receive and incorporate feedback Experience with JIRA, Confluence, GitHub, ServiceNow, and PowerBI Technical Acumen: Apply your familiarity with software development processes to guide project planning and execution, ensuring adherence to best practices and standards. Customer Experience: Focus on the customer experience (internal and external), with an ability to leverage a customer-centric lens to represent the customers' needs and preferences within a program or initiative. Problem Solving: Analyze complex challenges that arise during project execution, identify root causes, and drive development of innovative solutions to overcome them. Program Management: Assist in leading complex, cross-function program activities, ensuring alignment with program outcomes and timelines. Collaborate closely with software engineers, product managers, and other stakeholders to facilitate communication and resolve issues. Cross-Functional Collaboration: Work closely with cross functional global teams to understand project requirements, prioritize tasks, and deliver high-quality software solutions. Foster collaboration and communication among team members to achieve project milestones. Learn and Grow: Engage in continuous learning opportunities, participate in Guilds, and be curious. Process Improvement: Contribute to continual process improvement initiatives to enhance program delivery efficiency and effectiveness. Risk Management: Identify program risks and issues early and assist in developing mitigation strategies. 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Ensure timely delivery of all required documentation. Participate in security reviews; support audits and assessments (both internal and external), to ensure ongoing compliance with FedRAMP and other relevant security standards. Provide guidance to teams on how to remediate gaps discovered during assessments Stay abreast of industry trends, emerging threats, and new security technologies to continually enhance security architecture. Communicate security risks and solutions to different audiences ranging from business leaders to engineers. Drive automation efforts for the implementation and validation of security controls to ensure products meet and maintain compliance with security requirements. Champion security best practices to highly technical teams as well as mentor team members and those in other technical roles who are critical to the successful delivery of UKG's cybersecurity strategy. 3+ Yrs designing and maintaining internal security control frameworks 3+ Yrs supporting FedRAMP/StateRAMP programs Extensive knowledge of FedRAMP controls, policies, and procedures. Familiarity with federal security frameworks such as NIST, FISMA, CMMC, and other relevant standards. Excellent communication and presentation skills with the ability to convey complex security concepts to technical and non-technical stakeholders. 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Manage key stakeholder & influencer relationships for a portfolio of UKG customer accounts, focused on driving adoption of their solution. Proactively engage with assigned customers, including reviews of new features and product releases, product training consumption, support case trends, and executing campaigns to help address churn risk. Understand your customer's business objectives and serve as an advocate to advance those goals by providing valuable insights into their usage of the UKG product suite and through interaction with the appropriate UKG teams. Encourage customers to get the most out of their investment with UKG by participating in UKG in-person and virtual programs, such as UKG Aspire, Huddles, user groups, and other UKG events. Customer Advocacy and Sentiment: Monitor appropriate customer metrics and advocate with key UKG stakeholders to address customer needs. Act as the customer's voice within UKG, communicating feedback to internal teams to drive improvements. Collaborate with internal teams (e.g., Escalation Management, support, product, engineering to implement get-well plans and proactively communicating status updates to customers. Work closely with sales, marketing, product, and support teams to ensure a cohesive customer experience. Maintain current information related to system administrator sentiment, support case trends, risk management plans, and any relevant details in the appropriate UKG systems for transparency to various UKG teams. Value Attainment and Optimization: Educate customers on the UKG products and services available to them to maximize their return on investment. Maintain in-depth knowledge of the product's features, functionalities, and updates and serve as a liaison to answer or help navigate customer inquiries and provide explanations of product capabilities. Provide guidance and best practices to maximize product adoption and value realization. Identify trends related to customer usage of the UKG product suite and their expectations, advocating for customers by communicating with appropriate UKG teams based on those trends. Leverage reports, dashboards, and data analysis techniques to monitor customer usage patterns, providing strategic insights and recommendations to optimize product utilization and achieve business outcomes. Foster referenceable clients and identify customer expansion and optimization opportunities while working with UKG's sales organization to develop appropriate sales leads. Identify and recommend training sessions and workshops to educate customers on product features and functionalities. 5+ years working within an Enterprise Customer Success model (may vary by band/segment) Demonstrated success in managing complex customer relationships, achieving customer satisfaction, and driving customer retention and expansion. 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Ability to understand HCM and WFM product suite, specifically in UKG PRO/WFM at a level where you can advise system administrators and department leaders in leveraging key features and functionality. Strong Relationship Building Skills; ability to build trusted relationships across UKG internal teams and multiple customer contacts. Strong attention to detail; manage and facilitate conference calls, capture and follow up on action items, and set appropriate expectations in escalated situations. Strong decision-making skills; ability to coordinate efforts across various functional teams and engage the appropriate resources to address escalated issues. Strong discovery and listening skills; demonstrated ability to ask effective discovery questions, understand the customer's business goals/priorities and anticipate the customer's needs. This role will be focused on clients thar leverage UKG Systems to effectively forecast, plan, schedule and manage their Workforce. 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Industry Expertise: Proactively research and develop expertise in the customer's industry to advise and support customers on best practices and service expansion. Sales Campaigns: Develop and maintain a \"greenspace\" heatmap and run strategic sales campaigns to drive pipeline and bookings in assigned accounts. Sales Proposals: Identify sales opportunities and develop proposals for HCM and Payroll solutions aligned with customer needs. Product Knowledge: Maintain a thorough understanding of our products and capabilities, incorporating technical advances in presentations to end users. Account Planning: Develop and maintain Annual Account Plans and Relationship Maps for each assigned account in collaboration with internal stakeholders. Relationship Building: Build strong relationships with business decision-makers across accounts by leveraging sales management teams, executive sponsors, and in-person meetings. 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