We are seeking a highly skilled and motivated Specialty Support Representative to join our dynamic team in the Human Capital Management (HCM) SaaS sector. The ideal candidate will have a passion for troubleshooting, extensive payroll/Tax experience, and relevant certifications. As a Sr. Specialty Support Representative, you will be responsible for providing technical troubleshooting to our clients, ensuring they have a seamless experience with our Tax Filing software solutions by adding value to Ultimate Kronos Group's reputation of being a world-class provider of Human Capital Management (HCM) and Payroll SaaS support.
Must be able to work onsite at UKG location at least 3 days/week Duties & Responsibilities:
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- Provide advanced technical support/troubleshooting to clients via cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat)
- Diagnose and resolve complex issues related to our Tax Filing software, in a timely, accurate, and empathetic fashion.
- Escalate unresolved issues to higher-level support or development teams, as necessary.
- Advance knowledge and add value by becoming proficient in multiple UKG product disciplines
- Initial contact and face of the company while intaking and diagnosing customer inquiries; ensuring high levels of customer satisfaction.
- Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases.
- Document all client interactions and troubleshooting steps in the support CRM (Salesforce).
- Generate and analyze reports, leverage, and update knowledge articles, and provide comprehensive instructions and updates via case management.
- Assist in real-time supporting and mentoring of peers.
- Stay updated on the latest features and updates of our Tax Filing software.
- Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement
- Assist with product enablement
Basic Qualifications:
- AA in Business, Accounting, Financial arena or customer service related field or equivalent work experience will be considered
- Must be able to work onsite at UKG location at least 3 days/week
Preferred Qualifications:
- Customer Service experience
- Financial services orientation - banking, payroll, tax filing, or accounting
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:
The pay range for this position is $34,382 to $49,450, 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