Job Description

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at

Description
Primary/Essential Duties and Key Responsibilities:

• Work as a first point of contact for a team servicing customers with the use and usability of our UKG Ready application.
• Work on support tickets, which may also include outbound call backs, e-mails, and chats.
• Acquire and expand knowledge of product offerings, support policies, and methods of support delivery.
• Provide excellent customer service skills with a proactive approach for customer satisfaction.
• Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms.
• Use product knowledge and experience to resolve difficult chats submitted by end-users while making use of problem-solving abilities.
• Maintain the "Partners for Life" model by providing white-glove support.
• Work effectively within a fast-paced environment with a high degree of success
• Acquire and maintain knowledge of product related changes and current department policies and procedures
• Leverage various technologies and multiple screens efficiently.
• Attend internal and external department training sessions as required

Qualifications

• Proficient in English, encompassing writing, speaking, and comprehension
• Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment
• 1-3 years customer service experience
• Experience with US Payroll/Time and Labor/HR
• Demonstrate strong technical troubleshooting skills by breaking down the expected versus actual results, reproducing the issue, researching, and verifying the solution
• Confidence and strong leadership abilities
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills
• Ability to multitask; can prioritize and juggle many tasks or projects at once
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented
• Open to working in EST time zones

Education And Certifications

• Bachelor’s degree required: BCom, BA, BSc.
• Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word
• Certification in the Payroll/HR industry a plus