About the Role
Title: UKG Customer Support Specialist (Remote)
Location: US
Category: Customer Service
Job Description:
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. In 2015, Wurk created the cannabis industry’s very first all-in-one workforce management solution. Our dynamic system is utilized to streamline operations, minimize regulatory risks, and manage payroll, HR, timekeeping, and tax compliance. We believe it is our responsibility to protect the people and organizations of the cannabis industry so they can continue to impact the world we live in. If this excites you, we at Wurk would love to meet you!
A successful Customer Support Specialistwill deliver comprehensive, high-quality support ofWurk’sHRIS 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.
What you’ll need to accomplish!
- 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
- Managecaseloadin 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
What you’ll need to have!
- 1+ years of customer support experience
- 2+ years of UKG Workforce Ready experience
- Experience with running payroll and/or applicable systems knowledge (i.e. ADP, Paychex, or similar)
- Knowledge of federal, state and local employer/employee tax laws and regulations
- Experience with Salesforce Service Cloud or other Support ticketing systems
- Understanding of operating systems, networking technologies/protocols,and software applications