Er. Adarsh Kumar

About Er. Adarsh Kumar

As a Product Support Representative II at UKG, I collaborate with customers to diagnose, troubleshoot, and resolve software and hardware issues on Workforce Central and Workforce Dimensions platforms. My role involves managing high-volume support interactions, ensuring SLA and KPI adherence, and delivering end-to-end case management to maintain service excellence in a customer-focused environment. My BTech in Computer Science from Chandigarh University has provided a strong foundation in programming and data analysis, which I apply in my current role. With hands-on experience in workforce management systems and a commitment to collaboration and continuous learning, I aim to contribute to innovative solutions that enhance customer experiences.

Experience

1. Product Support Representative Ii

   UKG

   Nov 2025 — Present

   As a Product Support Representative II within the Rapid Response Team, I partner directly with customers to rapidly diagnose, troubleshoot, and resolve complex software and hardware issues across UKG Workforce Central and Workforce Dimensions platforms.I manage high-volume inbound and outbound support interactions while consistently meeting SLAs and KPIs in a fast-paced, customer-focused environment. By prioritizing multiple concurrent cases effectively, I ensure timely resolutions and maintain a high standard of service excellence. Key Contributions & Responsibilities:• Deliver end-to-end case ownership, from initial diagnosis through resolution or escalation• Develop deep functional and technical expertise in UKG HR and Workforce Management solutions• Conduct detailed data analysis to identify trends, diagnose root causes, and drive actionable insights• Collaborate cross-functionally with UKG PRO Solution Specialists, Integrations, WFM Applications Support, Cloud, and Software Engineering teams to resolve complex issues• Utilize Salesforce to manage case lifecycles, ensuring accurate documentation and transparency• Maintain and contribute to knowledge base documentation to improve resolution efficiencyThrough strong analytical thinking, cross-team collaboration, and customer-first problem solving, I contribute to continuous product improvement, operational efficiency, and enhanced customer satisfaction.

Education

• CHANDIGARH UNIVERSITY

  Bachelor of Technology - BTech, Computer Science

• Sree Ayyappa Public School

  INTERMEDIATE, Science

• DAV Public School, Barora

  MATRICULATION, General Studies