UKG Customer Support Specialist

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. 

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 

Required Skill Sets & Experiences 

• 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

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.