Specialty Support Representative

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.

About the Team

The UKG Payroll Services Support team delivers comprehensive, high-quality specialty product support for our UKG Ready and Dimensions HCM Payroll Services clients. This includes supporting the service offering and utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

About the Role

In this role, you will bring domain knowledge in payroll and payroll taxes to assist clients with maintenance and processes within the Payroll Services module of the application. This includes providing support for tax, post-payroll submission, period-end processing and delivery issues and questions reported by clients, as well as items originating from our Payroll Services team that require client action. The types of cases the UKG Payroll Services Support team member will handle include amended tax returns, payroll funding, check delivery configuration, tax code updates, bank account changes, ACH returns and all other inquiries specific to the Payroll Services offering. 

**This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US-based UKG office and WFH and 2 days. **

Duties and Responsibilities

Utilize payroll knowledge and experience to resolve complex issues submitted by end users while exercising sound problem-solving and troubleshooting abilities.

Initiate timely contact to clients and provide accurate and complete resolution on all cases, while utilizing Salesforce to accurately record all activity for each case handled.

Partner effectively with internal Operations and/or Support teams to ensure satisfactory resolution is provided to customers in a timely manner.

Communicate with leadership to ensure issues are escalated where appropriate.

Function productively both independently and as part of a team, as well as collaborate effectively across other teams within the Global Support and Payroll Services organizations.

Basic Qualifications

2+ years of experience using Payroll and/or Payroll Tax applications, or related help desk experience in a payroll service bureau environment

Exceptional organizational skills with high attention to detail, to effectively manage case backlog average of 20 cases - may increase to 30+ cases during peak periods

Successful client service experience with a proven track record of customer satisfaction measured by case or client surveys

Self-starter with proven ability to effectively manage time and meet performance and case closure metrics

Preferred Qualifications

Strong communication skills, both verbal and written

Some familiarity with UKG Ready or Dimensions HCM applications

Bachelor's degree is a plus

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 ~~~. 

USA Pay Transparency

The pay range for this position is $41,600 to $78,000, 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:~~~/careers  

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.