UKG Customer Support Specialist

Würk

15d•$45,000 - $65,000•Remote

About The Position

Looking to join an organization where you feel valued and encouraged to achieve your dreams? We are actively looking for individuals who align with our values and are passionate about thriving in a fast-paced, ever-changing industry. Würk provides an all-in-one workforce management solution to employers in highly regulated industries including but not limited to, cannabis, hemp, alcohol, casino, healthcare and construction. We’ve created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect our clients so they can focus on their business. If you are passionate about using your skills and talents to do good, we here at Würk want to meet you! A successful Customer Support Specialist will deliver comprehensive, high-quality support of Wurk’s HRIS product line. On this fast-paced team, the CSS will need to exemplify outstanding customer service skills as well as troubleshooting skills. The CSS will have a passion for problem-solving, technology, and helping others to promote customer success.

Requirements

2+ years of customer support experience
Experience troubleshooting technical issues
1+ years of UKG Workforce Ready experience, preferred
Experience with HCM system(s) and/or applicable system knowledge.
Experience with running payroll
Knowledge of federal, state and local employer/employee tax laws and regulations
Experience with Salesforce Service Cloud
Understanding of operating systems, networking technologies/protocols, and software applications
Experience working in a remote team environment

Responsibilities

Field both incoming cases and phone calls to identify or resolve issues within client builds within the Workforce Ready UKG Product
Deliver timely solutions to customers while maintaining customer satisfaction
Assess technical situations and establish case priorities/severities in accordance with their service level agreement
Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem
Manage caseload in adherence to departmental goals/policies
Document precise troubleshooting and customer interaction details
Work individually and with a team to solve technical problems while communicating trending issues and best practices
Make the customer feel understood by reviewing case history to assure familiarity with their system environment
Develop relationships with assigned client admins to foster a collaborative environment where clients have the feeling of partnership

Benefits

FREE medical, dental, and vision plans
FREE basic life insurance, short term disability, and employee assistance programs
401(k) traditional and Roth plans with Employer Match
Generous PTO, bonus, and stock options
$400 office equipment reimbursement
$300/year fitness reimbursement
Monthly internet reimbursement
Paid professional development & tuition reimbursement
Generous referral bonuses
Paid parental leave
Remote-friendly work environment
Paid sabbatical leave program