As a Product Support Specialist II, I am primarily responsible for technical troubleshooting by breaking down expected results versus actual results, reproducing issues, researching, and verifying the solution along with following key responsibilities -1. Customer Support and Issue Resolution -• Act as the first point of contact for support team servicing customers using the UKG Ready application, ensuring a seamless experience with its usability.• Manage support tickets effectively through outbound callbacks, emails, and chats, ensuring resolution within agreed Service Level Agreements (SLAs).2. Technical Expertise and Knowledge Development -• Acquire, expand, and maintain an in-depth understanding of product offerings, support policies, and delivery methods.• Demonstrate advanced troubleshooting skills by utilizing internal tools to reproduce customer issues, researching solutions, and verifying outcomes along with escalating cases to next-level Engineers when needed.• Stay updated on product-related changes and departmental procedures to ensure accurate and effective support.3. Customer Communication and Collaboration - • Maintain proactive and clear communication with customers, providing regular updates on issue progress, and next steps.• Collaborate with internal peers and key stakeholders to expedite issue resolution.4. Knowledge Management and Process Improvement - • Contribute to improving the UKG knowledge base by creating, updating, and sharing articles to support both team and customer self-service needs.• Leverage best practices to triage and resolve cases expediently, ensuring adherence to quality and performance standards.5. Customer-Centric Approach -• Deliver white-glove support aligned with the "Partners for Life" model, ensuring exceptional service and fostering long-term customer relationships.• Proactively approach customer satisfaction by resolving issues effectively and providing an outstanding support experience.

As a Senior Benefits Specialist, I serve as as a process expert certified in Health & Welfare Services (HWS), Defined Contribution (DC) and Defined Benefits (DB) to ensure seamless execution of processes by leveraging domain knowledge and certifications along with following responsibilities -1. Training Delivery and Content Creation - • Design, develop, and deliver process training programs, including training needs identification (TNI), refresher courses, and ongoing training content.• Maintain a minimum 80% certification rate for trainees in process training..• Facilitate Level 2 training sessions and act as a mentor for Operations Floor Support (OFS) and Gold Trainers.2. Client and Team Collaboration - • Facilitate client-facing meetings to align on processes and expectations.• Collaborate with operations and CDG (Client Delivery Group) to expedite resolutions, enhancing the overall customer experience.3. Operational Support and Quality Assurance - • Provide floor support, assisting team members as needed through calls, chats, or the OFS queue.• Conduct interaction quality evaluations using the Nice tool to ensure adherence to quality standards.• Perform root cause analysis on customer and client escalations, creating actionable plans to address gaps and improve processes.4. Tool Enhancements and Process Improvements - • Drive projects using Lean Methodology to improve Customer Satisfaction (CSAT), handle time, first call resolution (FCR), call completeness, and reduce repeat call ratios.5. Service Request Management and Analytics - • Ensure timely closure of Service Connect and Service Request (SR) tickets.• Liaise with operations to analyze SR trends, create awareness for relevant topics, and identify opportunities for process enhancements.6. Customer Experience Advocacy - • Actively contribute to improving customer experiences by driving process improvements and implementing best practices.

1. Customer Service Delivery• Provide exceptional customer support through calls, chats, and emails, ensuring a seamless and positive customer experience.• Resolve customer issues and queries effectively during the first conversation, leveraging strong client and domain knowledge.2. Quality Assurance -• Maintain high standards of delivery quality for internal and client-level interactions across all communication channels (calls, chats, and emails).• Ensure adherence to established quality metrics and continuously strive to exceed performance benchmarks.3. Issue Resolution and Documentation -• Accurately document all customer interactions, ensuring comprehensive and clear records for follow-up and resolution.• Execute timely and effective query resolution while adhering to organizational protocols and procedures.4. Domain Expertise and Continuous Learning -• Build and maintain in-depth knowledge of client processes and domain expertise to enhance service delivery.• Use domain understanding to address customer needs proactively and improve first-contact resolution rates.5. Timely and Accurate Service Delivery -• Consistently meet and exceed defined productivity levels while delivering timely and accurate support to customers.• Collaborate with relevant teams to streamline processes and ensure smooth service operations.