Bilingual Lead Canadian Product Support Representative/ Représentant(E) Principal(E) de L’assistance Produit

**Job ID**:

- LEADC008525

**Employment Type**:

- Regular

**Work Style**:

- hybrid

**Location**:

- Montreal,QC,CanadaToronto,ON,CanadaCanada

**Travel**:

- Up to 25%

**Role**:

- Bilingual Lead Canadian Product Support Representative/ Représentant(e) principal(e) de l’assistance produit (Bilingue)

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.
- Job Summary:
UKG seeks passionate UKrewers to deliver our valued customers a world-class product support experience. As an experienced member of our Global Support team, you’ll bring expert-level domain knowledge and hands-on experience in the Human Capital Management (HCM) industry. Your innate ability to tackle complex customer issues will help drive exceptional customer satisfaction. This role supports our UKG Pro Payroll/HR product with a focus on the Canadian domain.

Duties and Responsibilities:

- Problem Solving Excellence: Leverage payroll, HR or tax expertise, and industry-specific knowledge to ensure timely and comprehensive resolution of customer support issues
- Escalated Issue Management: Engage in escalated customer circumstances and drive to successful resolution
- Product Mastery: Attain expert-level proficiency across multiple UKG product lines
- Coaching and Mentorship: Positively influence peers through coaching and mentoring
- Product Enablement: Assist in product enablement efforts
- Adherence to Standards: Model adherence to standard operating procedures and policies
- After-Hours Support: Participate in on-call rotations for occasional after-hours support
- Basic Qualifications:

- 5+ years of experience as a practitioner or software support with expert-level experience in at least one of the following domains: HCM, Payroll, HR and/or Taxes in Canadian domain
- Bilingual in English and French language required (both written and verbal)
- Proven track record of problem-solving complex issues
- Exceptional written and verbal communication and customer service skills
- Ability to effectively present in group settings
- Thrives working in a highly collaborative team environment

Preferred Qualifications:

- 3+ years of experience working with UKG Pro suite of products
- Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC), Professional in Human Resources (PHR) or equivalent certification
- Knowledge of support tools, such as Salesforce, RingCentral, and remote access tools
- Data analytics experience
- Knowledge of SQL and SQL Tools

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

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 consideration 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.

Disability Accommodation

Avec 80 000 clientes et clients répartis dans 150 pays, UKG est la plus grande entreprise de logiciels privée basée aux États-Unis dans le monde. Et nous ne faisons que commencer. Voulez-vous apporter vos idées audacieuses et votre esprit de collaboration à une organisation qui a enc