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Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And were 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 youre more than your work. Thats 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 youre passionate about our purpose people then we cant wait to support whatever gives you purpose. Were united by purpose, inspired by you. Job SummaryUKG Help Desk Services removes the burden of specialized application support allowing organizations to concentrate on what matters most.With this position, you will have the opportunity to enter a career where youEnhance your customer service and account management skills Support a Cloud-Based Enterprise application Become an authority at solving US payroll, Benefits and HR-related issues Work with a highly engaged and collaborative teamResolve user issues and questions with UKG Workforce Management software, and hardware, as well as troubleshooting remote access and network connectivity related to the products by performing the following:Duties and Responsibilities Provide best-in-class customer service skills with a proactive approach to create exceptional customer satisfaction Answer, evaluate, and prioritize service requests received via telephone, voicemail, and e-mail and ensure timely resolution/referral of user issues by documenting the impact to the user and assigning the appropriate priority and resolution goal Provide front line technical support for the UKG suite of applications by performing diagnostics and collecting information from end users Isolate performance issues to determine the cause of hardware malfunctions Resolve remote access, printing, and network connectivity issues to the UKG software Log and track calls using problem management database, and maintain history records and related problem resolution in knowledge management database for future reference Maintain accuracy of the Help Desk SharePoint repository Answer customer questions on the use of UKG applications where applicable to their business issues and objectives using documented procedures, available tools, and personal knowledge and skills Effectively negotiate product issues between customer, support, and engineering Collaborate with team members to resolve more complex issues and escalate long running calls to management in a timely fashion to maintain SLA compliance Analyze and evaluate incident reports for trends and make recommendations to reduce Help desk incident rate through customer trainingRequired Qualifications This role requires to work in EST/PST time zones 3+ years voice-based customer service/technical support experience 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 when presented with multiple tasks Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner Highly motivated and team oriented Possess high degree of technical skills that can be applied to perform tasks effectively Detail oriented, exhibiting strong organizational, problem-solving, and analytical skills Understands priorities and what is most important to both internal and external customers Must be coachable and willing to learn Superior interpersonal skills with the ability to work with various types of customers Problem solver enjoys helping others Great listener while showing attentiveness, flexibility, patience, and empathy Flexible to work in a 24 X 7 high energy work environmentPreferred Qualifications include Experience with Kronos clocks and timecards Experience with large corporate payroll processing or benefits administration Knowledge of multi-state payroll tax laws Fluent in Spanish and/or French CanadianExperience, Education, Certification, License and TrainingBCom/BSc/BA degree Certification in Benefits Administration industry a plus FPC/CPP Certification preferred Where were 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 its our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
