Ultimate SoftwareProduct Support Representative III
Dec. 2021Atlanta, Georgia, United States● Delivered exceptional frontline customer support for UKG Ready through email, live chat, and zoom calls, troubleshooting complex technical issues with a high-performance, customer-first approach. ● Led and executed strategic initiatives to improve team performance and customer experience, such as enhancing internal documentation and streamlining workflows; consolidated and cleaned knowledge base articles, reducing duplicates by 40% and increasing internal article usage by 25%. ● Mentored new hires through onboarding sessions, peer reviews, and product walkthroughs to encourage technical knowledge sharing and team growth. ● Acted as a Product Expert, providing regular feedback to Product and Engineering teams to inform future development and improve usability. ● Created customer-facing resources (e.g., FAQs, help center articles, training videos) that improved product adoption, reduced ticket volume, and contributed to a 20% reduction in support ticket volume over three month ● Streamlined internal support processes through comprehensive documentation and established best practices. ● Balanced a dynamic support workload (queue management) with high-impact projects, maintaining service excellence and innovation.