Ultimate Kronos Group - Maitland, FL

posted about 1 month ago

Full-time - Entry Level
Hybrid - Maitland, FL
Publishing Industries

About the position

We are seeking a highly skilled and motivated Specialty Support Representative to join our dynamic team in the Human Capital Management (HCM) SaaS sector. The ideal candidate will have a passion for troubleshooting, extensive payroll/Tax experience, and relevant certifications. As a Specialty Support Representative, you will be responsible for providing technical troubleshooting to our clients, ensuring they have a seamless experience with our Tax Filing software solutions by adding value to Ultimate Kronos Group's reputation of being a world-class provider of Human Capital Management (HCM) and Payroll SaaS support. Must be able to work onsite at UKG location at least 3 days/week.

Responsibilities

  • Provide advanced technical support/troubleshooting to clients via cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat)
  • Diagnose and resolve complex issues related to our Tax Filing software, in a timely, accurate, and empathetic fashion.
  • Escalate unresolved issues to higher-level support or development teams, as necessary.
  • Advance knowledge and add value by becoming proficient in multiple UKG product disciplines
  • Initial contact and face of the company while intaking and diagnosing customer inquiries; ensuring high levels of customer satisfaction.
  • Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases.
  • Document all client interactions and troubleshooting steps in the support CRM (Salesforce).
  • Generate and analyze reports, leverage, and update knowledge articles, and provide comprehensive instructions and updates via case management.
  • Assist in real-time supporting and mentoring of peers.
  • Stay updated on the latest features and updates of our Tax Filing software.
  • Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement
  • Assist with product enablement

Requirements

  • AA in Business, Accounting, Financial arena or customer service related field or equivalent work experience will be considered
  • Must be able to work onsite at UKG location at least 3 days/week

Nice-to-haves

  • Customer Service experience
  • Financial services orientation - banking, payroll, tax filing, or accounting

Benefits

  • Wellness programs
  • Tuition reimbursement
  • Customizable expense reimbursement program (U Choose)
  • Support for student loan repayment
  • Childcare assistance
  • Pet insurance
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