Product Support representative

Job Summary:
At Ataway we support organizations in transforming their HR function through technology processes and part of your onboarding you will follow a structured learning path and obtain UKG certifications building strongexpertise on the platform before engaging in projects.

Your Role
Playing the role of a Product Support Representative you are a fully proficient individual contributor capable ofindependently managing a broad range of customer issues with UKG Pro WFM software including moderatelycomplex cases.

You operate with autonomy demonstrate strong diagnostic skills and contribute to the overall quality
and effectiveness of the Support team.
This role requires strong platform expertise consistent SLA performance and the ability to identify patterns in recurring issues.

Key Responsibilities:
Understand client HR processes and translate business needs into solution design
Collaborate with UKG and project teams on implementations upgrades and change requests
Contribute to continuous improvement and promote best practices in HR processes and system usage
Advanced Case Handling
o Resolve standard and moderately complex customer cases independently
o Conduct detailed diagnostics before escalation
o Collaborate cross-functionally when needed to resolve issues
o Maintain SLA and CSAT performance while managing workload effectively
Technical Knowledge & Contribution
o Maintain strong product knowledge across key modules
o Use AI tools effectively to enhance resolution quality
o Contribute to knowledge base updates
o Share insights on recurring issues during team discussions
Process & Quality Focus
o Ensure 100% escalation template compliance
o Identify recurring issues and recommend improvements
o Participate in QA calibration sessions
o Support onboarding by answering technical questions from newer team members

Profile:
24 years experience in customer facing technical support or enterprise platform support
Strong troubleshooting and analytical skills
Proven ability to work independently
Strong communication and stakeholder management skills
Experience collaborating with cross-functional teams
Fluent in English (French is a plus)
Solid experience in HR processes (e.g. time management payroll core HR)
Previous consulting or client-facing experience
Interest in HR systems and digital transformation

What Success Looks Like:
Maintains average 6 solved tickets per day
Achieves 90% CSAT
Resolves 70% urgent cases within 3 business days
Demonstrates consistent quality in escalations
Contributes to documentation and process improvements
Acts as a reliable resource for peers

Have we piqued your interest
Then please send your application (WORD or PDF) at.

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Hi! We are Ataway a global consulting company founded in 2000 specialized in process and systems projects for large multinational companies.
We are a dynamic and agile firm focused on delivering quality to our customers wherever they are with our highly skilled and global teams located in 19 business hubs round the world (New York Indianapolis Miami Santiago Buenos Aires Sao Paulo London Paris Jakarta Singapore Chongqing Hong Kong Beijing Shanghai Seoul Tokyo Mexico City Bucharest and Kuala Lumpur).
Our teams have been involved in projects in 35 countries providing:
Processes: Business Process Reengineering Business Transformation Shared Services Business Intelligence Change Management Finance SCM HR Lean Six Sigma Project Management and others.
Systems: PeopleSoft Fusion E-Business Suite Cloud BPM/SOA SAP and others.
The combination of our strong expertise start-up mentality and global presence makes use unique in our industry resulting in many quality project deliveries and our current robust growth.
For more information about Ataway please