Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
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The role also plays a critical role in supporting end users of our award-winning UKG Pro Payroll and Benefits solutions. You will be providing in-depth analysis and timely resolutions or workarounds for employee needs. This role requires sharp analysis, problem determination, and troubleshooting skills. Candidates must be able to work onsite a minimum of 3 days/week at a UKG office location.
Duties and Responsibilities:
• Deliver timely solutions to customers while maintaining customer satisfaction
• Provide stellar support to our customer base using a variety of platforms including phone, e-mail, remote session, and CRM case management system
• Learn and navigate UKG Pro Payroll and Benefits systems to respond to end-user needs and inquiries
• Ask relevant questions to define the root cause of a problem and generate solutions
• Provide explanation of benefits options based on customers summary plan descriptions and UKG knowledge base
• Assist with life event changes for newly eligible employees, marriages/births and related dependent verifications
• Assist employees with Annual Enrollment, Payroll, and Tax related questions
• Acquire and expand knowledge of product offerings, support policies and methods of support delivery
• Maintain professional communication with customers and internal partners through verbal and written interactions
• Juggle multiple tasks in a fast-paced, metrics-driven environment while adhering to standard operating procedures and policies
• Work individually and collaboratively with teams to solve technical issues while demonstrating best practices
• Proactively listen and understand customer needs to ensure the best possible outcome
This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US Based UKG office
Basic Qualifications:
• Demonstrated communication skills (bilingual) in English and Spanish language, both oral and written
• 1+ years' experience in a fast-paced customer service and/or technical support environment
• 1+ years' experience handling difficult or sensitive situations in a professional, timely, and thorough manner
Preferred Qualifications:
• HR, Payroll, Benefits Administration, and/or HCM domain experience
• Experience working with/in UKG Product suite
• Knowledge of multi-state payroll tax laws
• Fluent in Spanish and/or French Canadian
• Knowledge of support tools such as Salesforce, RingCentral, or other remote access tools
• Bachelor's Degree preferred
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
Equal Opportunity Employer
Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
View The EEO Know Your Rights poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
UKG participates in E-Verify. View the E-Verify posters here.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.
USA Pay Transparency:
***In the below paragraphs, you need to ensure you're entering the pay rates for all US jobs where indicated after you paste the language into UKG Pro Recruiting
Non-Sales:
The pay range for this position is $40,400 to $58,050, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers