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Lead Product Support Representative at UKG

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

30 Jan, 26

Salary

0.0

Posted On

01 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Support, Payroll, HR, United States Taxation, Compensation, Legal Practices, Customer Escalations, Communication, Process Improvement, Technical Documentation, Mentoring, Microsoft Office, Problem Solving, Teamwork, Professional Growth, Training

Industry

Software Development

Description

Close a minimum average of 50+ cases per month Act as a subject matter expert for the team specialized in the Payroll and HR domain Exhibit subject matter expertise on United States taxation, compensation and general legal practices Act as the main contact for customer escalations Clearly communicate trending issues to Tier 2, as needed Participate in projects focused on improving team processes and methodologies Continuously seeking opportunities for professional growth and development Create technical documentation and job aids to support a consistent approach Create and update support materials and tools Establish strong working relationships using various communication platforms Promote positivity Lead by example Participate in stretch assignments in leadership related activities Prioritize case workload Provide prompt support to both internal and external customers Serve as a mentor to other Product Support Representatives Ensure timely execution of processes Triage cases in the Queue to help maintain SLA's Offer opportunities to solve problems and exchange ideas Proactively assist others in analyzing problems and resolving their root causes to prevent their recurrence Help on-board & train new support team members 8+ years in HR/Payroll domain focused on US or Canada customer support Proficiency with Microsoft Office applications such as Word, and Excel Excellent oral and written communication skills * Highly motivated and team oriented Ability to handle multiple tasks under tight deadlines FPC required

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Responsibilities

The Lead Product Support Representative will close a minimum average of 50+ cases per month and act as a subject matter expert in Payroll and HR. They will communicate trending issues, participate in process improvement projects, and mentor other representatives.