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Act as a Subject Matter Expert (SME) for Risk cases, leveraging your expertise to guide and support both customers, team members and internal partners. Contribute to the penalty & interest development and enhancement of internal training, ensuring resources and process are up to date, informative, and engaging. Track and update penalty & interest cases in Smartsheet to monitor trends and make recommendations for process improvements, training, and system enhancements. Stay updated on industry trends, customer feedback, and emerging technologies to continuously improve service delivery. Contribute internally to the UKG Team to share knowledge and best practices; contribute to internal projects and initiatives; serve as a Subject Matter Expert (SME) for technical or process knowledge. Previous experience in customer support or related roles with a focus on providing exceptional service and building strong customer relationships. 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Portfolio that showcases the design systems you've created or largely contributed to for complex enterprise products, including AI experiences 5+ years of experience designing and launching for both desktop and mobile channels, ideally with SaaS enterprise companies Deep expertise in designing usable, accessible, and modular systems that can scale to meet the needs and desires for millions of diverse users Expert in building and maintaining a large-scale Figma library, including experience with Figma variables. Communicating even complex concepts with clarity - verbally and in writing, in person and virtual. 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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. As a Sr Product Support Representative, you'll be responsible for delivering top-notch support to UKG Ready customers. We value outstanding customer service skills that promote customer satisfaction and retention. In this role, you'll focus on providing full-suite support of the UKG Ready application. This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US-based UKG office and WFH and 2 days. Duties and Responsibilities: Offer comprehensive support for assigned cases, including outbound communications and support tickets. Utilize your knowledge and experience to efficiently resolve challenging problems submitted by end-users, leveraging your technical and problem-solving abilities. Provide timely, accurate, and complete responses to customer inquiries. Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers. Acquire, maintain, and expand knowledge of relevant product offerings and current department policies and procedures to provide accurate solutions. Must be able to go into the office 3 days a week. Basic Qualifications: 2+ years hands-on experience in customer and/or technical support environment Bachelor's Degree (If degreed, Computer Science, Information Systems or Business preferred) or equivalent work experience. Preferred Qualifications: Human Capital Management experience Excellent time management and problem-solving skills Strong verbal and written communication skills Understanding of Salesforce 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 $50,400 to $72,400, 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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Create comprehensive learning plans, including objectives, instructional approaches, project timelines, assessment, and communication plans for global legal, risk, and compliance learning programs. Design, develop, implement, monitor, and evaluate training programs and other educational materials, to be delivered through various modalities (e.g., classroom, webinar, eLearning, infographics, blogs). Partner with external vendors as needed to design and develop effective learning solutions. Contribute to the development and application of design processes, templates, and tools. Work with subject matter experts to deliver impactful learning content and experiences. Rapidly design and develop engaging content and activities using holistic LXD principles to meet internal training needs. Utilize LMS to schedule, communicate, deploy, and report on training programs. Produce reporting and dashboards to track and communicate program status to stakeholders and conduct impact analysis and retrospectives of learning programs. Collaborate with team members to achieve team and organizational goals. Stay current with training trends and recommend innovative solutions for training and other educational methods and media. Ensure projects are completed on time and meet design, development, and quality standards. Bachelor's Degree or equivalent experience in Instructional Design, Adult Learning/Education, or related field. 5+ years in a Learning & Development role, designing and developing blended learning solutions and managing learning programs. Proven ability to build business partnerships with stakeholders and collaborate to develop strategic learning plans. Strong proficiency in needs analysis and experience developing multiple instructional modalities, including instructor-led (synchronous and asynchronous), eLearning, and structured experiences. 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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 \u201cgreenspace\u201d 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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