Job Summary:
At Ataway, we support organizations in transforming their HR function through technology, processes, and people. As part of your onboarding, you will follow a structured learning path and obtain UKG certifications, building strong expertise 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 of independently managing a broad range of customer issues with UKG Pro WFM software, including moderately complex 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:
• 2–4 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 hr-ro@ataway.com.

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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 visit http://www.ataway.com.