Customer Support Specialist UKG Experience required

Distro•Atlanta, GA

1d•Remote

About The Position

The Customer Support Specialist provides expert support to clients using UKG Ready, focusing on HR Core, Benefits Administration, system configuration, and maintenance. This role ensures high-quality assistance with HRIS functionality, benefit plan setup, open enrollment, workflows, permissions, and reporting. The position operates within a ticket-based environment requiring strong analytical skills, excellent communication, and the ability to translate client needs into accurate system configurations.

Requirements

Hands-on experience with UKG Ready.
Strong understanding of HR operations and common benefit plan structures.
Excellent communication and interpersonal skills; ability to collaborate across teams and build positive relationships.
In-depth knowledge of customer service best practices for consistent, high-quality support.
Ability to manage multiple tasks with accuracy and attention to detail.
Advanced problem-solving and analytical skills focused on efficient issue resolution.
Adaptable in fast-paced environments with ability to handle shifting priorities.
Sound decision-making abilities evaluating complex information and taking appropriate action.
Professional and composed in diverse situations and with different personalities.
Strong escalation management and innovative problem-solving capabilities.
Coachable and open to feedback; committed to continuous improvement and process enhancement.
Proficient in Microsoft Office (Outlook, Teams, Excel, PowerPoint) and able to learn other applications as needed.
High school diploma or equivalent required.
2–5 years supporting or administering UKG Ready with focus on HR and Benefits.
Background in HRIS, HR operations, benefits administration, or related field.
UKG experience required.

Nice To Haves

Relevant experience or education (including non-traditional degrees or job training) preferred.

Responsibilities

Serve as the primary support resource for UKG Ready HR and Benefits modules.
Review client tickets, gather requirements, and apply correct system updates or configurations.
Troubleshoot issues related to: HR Core configuration, Benefits Administration (plan setup, rules, eligibility, deductions), Open Enrollment configuration, testing, deployment, Workflow routing and approval, Role permissions and security setup, Standard and custom reporting.
Configure benefit plans including medical, dental, vision, FSA, HSA, 401(k), and other client-specific plans.
Update and optimize HR settings, workflows, and security roles.
Provide training to clients or internal teams on HR Core, Benefits, reporting, and workflows as needed.
Assist with documentation, job aids, and internal knowledge articles.
Collaborate with cross-functional teams including Payroll and Implementation to resolve complex issues.
Escalate technical issues appropriately while maintaining ownership of client communications.
Attend work regularly at the corporate office location. For those near Chandler, AZ or Duluth, GA, this is an in-office role.
Participate in internal projects, system enhancements, and testing initiatives.
Support process improvements and departmental efficiency initiatives.
Assist team members during high volume periods, Open Enrollment, or platform-wide changes.
Build and maintain relationships with team members and peers to ensure effective communication and service coordination.
Attend webinars and training to stay current on company and department best practices.
Complete projects and duties as assigned by the supervisor.
Represent HRIS Support in internal meetings or client calls as needed.