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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. About the Role 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, 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. In support of our culture, we are adopting a hybrid working model of 3 days per week on-site in one of our UKG offices, and 2 days per week can be remote. 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 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 Ability to work in the office 3 days a week (Weston FL, Atlanta GA, Lowell MA) Preferred Qualifications: Previous IT help desk experience Experience with HR/Payroll 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 UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster UKG participates in E-Verify. View the E-Verify posters here. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Disability Accommodation in the Application and Interview Process 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. 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Strong analytical skills with the ability to interpret data and translate insights into actionable strategies. Excellent communication and interpersonal skills, with a track record of successful cross-functional collaboration. Creative problem-solving abilities and a strategic mindset. 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Design and maintain secure, scalable, and highly available platforms for metrics, logging, tracing, real user monitoring, and synthetic monitoring. Lead the organization's adoption of OpenTelemetry, focusing on instrumentation and best practices. Collaborate with cross-functional teams to gather requirements and ensure observability is integrated into the development lifecycle with an emphasis on quality and governance. Research, analyze, and recommend technical solutions to address complex observability challenges and improve system performance. Build and enhance self-service capabilities for monitoring, alerting, and self-healing frameworks to empower engineering teams. Implement and manage observability infrastructure and configurations as code (IaC) using Terraform and Ansible. Troubleshoot and resolve issues related to observability pipelines and platforms. Create and maintain comprehensive documentation for observability practices and tools. 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