Technical Support Specialist

4 days ago


Santa Ana, California, United States UKG (Ultimate Kronos Group) Full time
Company Overview

UKG, a leading provider of Human Capital Management (HCM) software solutions, is seeking a highly skilled Product Support Representative to join our dynamic team. With 80,000 customers across 150 countries, we are the largest U.S.-based private software company in the world.

We offer a unique opportunity to work with purpose, inspiring every organization to become a great place to work through our award-winning HR technology built for all. Our inclusive culture, active employee resource groups, and caring leaders value every voice and support you in doing the best work of your career.

Job Summary:

We are seeking a technical professional with extensive payroll/HR/Tax experience to provide advanced technical support/troubleshooting to clients via cases/tickets and quickly engage clients (Phone, Screenshare, and/or Chat). The ideal candidate will have relevant certifications and be proficient in using support ticketing systems and CRM software (Salesforce).

Duties & Responsibilities:

• Troubleshoot and resolve complex issues related to our HCM software, ensuring timely, accurate, and empathetic resolution.
   • Escalate unresolved issues to higher-level support or development teams as necessary.
   • Participate in on-call rotations to support critical client needs after hours.
   • Document all client interactions and troubleshooting steps in the support CRM (Salesforce).
   • Provide comprehensive instructions and updates via case management.
   • Assist in real-time supporting and mentoring of peers.

Client Interaction:

• 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 provide updates on ongoing cases.

Training and Development:

• Stay updated on the latest features and updates of our HCM software.
   • Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement.
   • Assist with product enablement.

Basic Qualifications:

• 2+ years of experience in a service and/or technical support role, preferably in the HCM SaaS sector.
   • Extensive experience processing and/or supporting Payroll/HR/Time tasks, systems, and processes.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Human Resources, Business Administration, or a related field.
   • Relevant certifications such as Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC) are highly desirable.
   • UKG Pro experience.
   • SQL scripting and database experience with MS SQL.
   • Ability to thrive in a fast-paced, high demand environment.
   • Strong troubleshooting and problem-solving skills.
   • Excellent communication and interpersonal skills.
   • Capability to work independently and as part of a cohesive team.
   • Proficient in using support ticketing systems and CRM software (Salesforce).

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