Product Support
AI Tools
Salesforce
Troubleshooting
Customer Service
📍 Location: Pune
Industry: IT
Job Type: Full Time
Experience: from 1 year
Join the Rapid Response team at UKG in Pune as a Product Support Representative II. You will serve as a primary contact for customers, utilizing AI-assisted tools to diagnose and resolve technical issues for our workforce management platforms.
Roles & Responsibilities:
Serve as the first point of contact for customer inquiries via phone and digital channels.
Diagnose technical issues using AI-powered diagnostic tools and internal knowledge bases.
Clarify customer problems, gather necessary data, and resolve known issues effectively.
Escalate complex cases to higher support tiers following established protocols.
Document all case activities accurately to maintain high quality and knowledge standards.
Maintain operational metrics like SLA, CSAT, and OSAT.
Collaborate with cross-functional teams to ensure seamless customer support continuity.
Requirements:
1–3 years of experience in product or technical support.
Strong verbal and written communication skills for real-time interaction.
Ability to thrive in a fast-paced, metrics-driven environment.
Comfortable using AI-powered tools and case management systems like Salesforce.
Analytical mindset with a structured approach to troubleshooting.
Ability to handle high-pressure customer interactions professionally.
Perks & Benefits:
Structured onboarding program and hands-on training.
Ongoing coaching and professional development.
Exposure to advanced AI-assisted support practices.
Opportunity for career growth within a global organization.
Company Name: UKG (Ultimate Kronos Group)
Website: ukg.com
PIN Code: 411001
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