Position Summary:
The Product Specialist Representative (PSR) serves as a pivotal support resource for the Client Success Team, the Account Specialists, and the broader company, offering in-depth knowledge and expertise on the Workforce Go product suite (UKG Ready platform). This role focuses on delivering exceptional service by managing and resolving inquiries related to complex product features and functionality, ultimately enhancing the client experience by providing tier-two level support directly to internal Workforce Go teams. The PSR’s responsibilities include quickly assimilating new system features, optimizing processes, sharing product knowledge and contributing to continuous product management initiatives.

Principal Duties & Responsibilities:

Internal Support:

Assist internal teams by clearly explaining complex concepts related to product features, functionality, and usage, empowering them to provide an outstanding customer service experience to our clients. (Intermediate)

Serve as the primary point of contact for escalated product-related inquiries and provide expertise for resolving complex questions. Quickly assess concerns and provide a resolution or develop a plan for resolution (Advanced)

Team Collaboration:

Maintain regular communication with internal teams to assist with product questions, gather insights, and proactively support client requirements. (Intermediate)

Product Testing & Optimization:     

Spearhead early adoption of system enhancements/changes while driving initial user feedback, understanding and validation. 

Participate in annual and larger-scale product management initiatives to support company objectives in particular as seasonal and legislative demands require. (Intermediate)

Training & Knowledge Sharing:

Notice trends and gaps in product understanding within internal teams.  Collaborate with the training team by reporting those identified needs to proactively enhance our internal team experience. (Intermediate)

Achieve annual product certification to enhance efficiency in team support and ultimately promote a better customer experience for Time & Labor, Human Resources & Payroll modules of the UKG Ready platform. (Intermediate)

Documentation & Special Projects:

Maintain comprehensive case documentation providing clear resolution and ensuring information is understandable and accessible. (Intermediate)

Engage in special product projects as assigned, adapting to shifting priorities to meet project goals effectively. (Intermediate)