Customer Service Go-Live Representative

TEKsystems•Fremont, MI

2d•Onsite

About The Position

Our client is implementing the UKG Workforce Pro platform, which includes Timekeeping, Advanced Scheduling, Leave Management, and Labor Productivity, across their 21 locations in Michigan. TEKsystems will provide in-person, helpdesk-style Tabletop Support teams to assist with the UKG Go-Live. These teams will offer one-on-one support to employees for a 30-day period surrounding the Go-Live event. Support will be provided in 4- or 8-hour shifts at major locations, HQ offices, and other sites throughout Michigan. This is a heavy customer service role requiring 'white glove' service, excellent presentation, exceptional communication skills, and reliability.

Requirements

Must present well
Exceptional communication skills
Reliable

Responsibilities

Introduce the new UKG application to employees and build awareness and excitement for the Go-Live event.
Assist employees with installing and configuring the UKG Mobile App on their personal and/or work-issued smartphones, ensuring all necessary permissions, device compatibility, and initial sign-in workflows are completed.
Provide walk-up troubleshooting for common issues such as mobile app difficulties, problems signing into UKG, or using physical timeclocks, offering clear, jargon-free guidance.
Identify and promptly escalate issues requiring additional expertise to the appropriate Payroll, HR, Advanced Scheduling, or Digital Services Service Desks, following established escalation pathways and documentation standards.
Document, categorize, and summarize user interactions and reported issues systematically. Support the development of daily communications (e.g., FAQs, tip sheets, alerts) to address widespread concerns and contribute to a feedback loop.