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Würk · 1 month ago

UKG Customer Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$45K/yr - $65K/yr

2+ years exp

Würk is a provider of an all-in-one workforce management solution, particularly for highly regulated industries. They are seeking a Customer Support Specialist who will deliver high-quality support for their HRIS product line, exemplifying outstanding customer service and troubleshooting skills.

CannabisFinTechHuman ResourcesSoftware

Diversity & Inclusion

No H1B

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

Qualification

Customer support experienceUKG Workforce ReadyTroubleshooting technical issuesHCM system knowledgeSalesforce Service CloudPayroll processingTax laws knowledgeOperating systems understandingNetworking technologies understandingOutstanding customer serviceRemote team experienceProblem-solving skills