UKG Customer Support Specialist

Freddie Mac; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

A leading company in workforce management is looking for a Customer Support Specialist. This role involves providing high-quality support for their HRIS product, utilizing troubleshooting skills, and offering exceptional customer service. Successful candidates will have a background in customer support, ideally with UKG and payroll systems, and will thrive in a dynamic work environment with ample opportunities for professional development.

Benefits

FREE medical, dental, and vision plans

401(k) with Employer Match

Generous PTO and stock options

$400 office equipment reimbursement

Paid professional development

Remote-friendly work environment

Qualifications

• 1+ years of customer support experience.
• 2+ years of UKG Workforce Ready experience.
• Experience with running payroll systems.

Responsibilities

• Field incoming cases and phone calls to identify client issues.
• Deliver timely solutions while maintaining customer satisfaction.
• Analyze customer configuration to troubleshoot problems.

Skills

Customer Service

Troubleshooting

Problem Solving

Technical Skills

Analytical Thinking

Tools

Salesforce Service Cloud

UKG Workforce Ready

Payroll Systems

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 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.

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
• 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

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

What's in it for you?

• 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

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wurk is an Equal Opportunity Employer. Wurk does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

At this time, Wurk cannot provide work visa sponsorship. Candidates must have legal authorization to work and be based in the United States to be considered for this role.

This position's approximate base salary range is $45,000-$65,000 based on candidate's experience, education, and geographic location.