customer technical support jobs in lowell ma united states

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Advise and assist customers on system configuration Analyze customer configurations and think out of the box to resolve issues. Understand and configure software geared to client specific requirements. Research application questions, assist with setting up testing scenarios and provide testing support to the customer. Follow practices and procedures in analyzing a variety of business situations or data requiring a review of a variety of factors. Utilize his/her technical ability to prioritize issues and respond appropriately to multiple critical situations. Provide significant transfer of Virtual Roster product knowledge to Virtual Roster customer Maintains log of open Salesforce cases and projects. Technical Associates or BS/BA Degree or related discipline preferred or equivalent experience or a minimum of 2-4+ years of related work experience in software applications and customer support Interpersonal skills, analytical mindset, technical product knowledge, and strong attention to detail are critical Strong sense of urgency in the decision-making process when assessing problems/situations Strong written, verbal and virtual communication skills are a must Strong leadership, teamwork, influencing, mentoring, and coaching skills", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "hybrid", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893382561504", "isPrivate": false, "latlongs": "42.6334247,-71.31617179999999"}, {"id": 893382817625, "name": "Product Support Representative", "location": "Weston,FL,United States", "locations": ["Weston,FL,United States", "Atlanta,GA,United States", "Lowell,MA,United States"], "hot": 0, "department": "Customer/Technical Support", "business_unit": "Customer/Technical Support", "t_update": 1752362279, "t_create": 1749709522, "ats_job_id": "b6b859cf-853c-4e79-90ea-db19945a45a4", "display_job_id": "PRODU014235", "type": "ATS", "id_locale": "PRODU014235-en", "job_description": "Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. 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. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. 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Participate in value stream events, process improvement initiatives, and optimization efforts to enhance delivery efficiency and customer satisfaction. Project & Program Management: Drive the definition and execution of project & program activities, including scope definition, planning, scheduling, tracking, risk management and reporting. Drive and leverage cross-functional teams through strong communication and negotiation skills, effectively collaborating with stakeholders to for consensus and alignment on objectives, scope, and deliverables, and consistently advocating for the best interests of the organization while maintaining positive relationships Technical Acumen: Apply your experience with software development processes to guide project planning and execution, ensuring adherence to best practices and standards. Reporting & Management: Develop, Maintain and review project metrics and documentation, including flow metrics, backlogs, project plans, meeting minutes, action items, and other artifacts as needed. Be ready to provide regular updates on overall progress, milestones, and key metrics to stakeholders as aligned with Agile principles. Stakeholder Communication: Collaborate with internal and external stakeholders, including product managers, engineering teams, QA, and customer support, to facilitate communication and ensure clarity of expectations. Problem Solving: Analyze complex challenges that arise during project execution, identify root causes, and drive development of innovative solutions to overcome them. Process Improvement: Contribute ideas and suggestions for process improvements and optimization initiatives. Actively participate in retrospectives and lessons learned sessions to identify areas for enhancement and implement best practices. Timely Delivery with Quality: Managing cross-team dependencies and ensuring that deliverables meet quality standards and align with committed timelines. Outcome Based Thinking: Foster an outcome-based strategy and culture by demonstrating strong leadership skills, promoting a culture of collaboration, accountability, and continuous improvement, and championing best practices in program management and execution. Service Ownership: Embrace all facets of program initiatives and take ownership from inception to completion. Bachelor's degree in Computer Science, Engineering, or a related field 5 years experience as a Technical Program Manager or similar role, with a track record of successfully delivering complex software projects. Strong analytical and problem-solving skills, with the ability to understand complex technical issues and translate them into actionable plans. Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and build positive working relationships. Organized and detail-oriented, with the ability to manage multiple tasks and priorities simultaneously. Good understanding of Agile practices, including SAFe, Scrum, LPM, and DevOps. Able to perform in a hybrid-office role, requiring three or more days per week in the office Master's degree in Computer Science, Engineering, or a related field Experience with large-scale SaaS-based environments. Ability to leverage a customer-centric lens to represent the customer's needs and preferences, where applicable 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. 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