Customer Support Specialist
Würk
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $45,000 - $65,000 per year
Job Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- Field both incoming cases and phone calls to identify or resolve issues within client builds within the Workforce Ready UKG Product
- Deliver timely solutions to customers while maintaining customer satisfaction
- Assess technical situations and establish case priorities/severities in accordance with their service level agreement
- Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem
- Manage caseload in adherence to departmental goals/policies
- Document precise troubleshooting and customer interaction details
- Work individually and with a team to solve technical problems while communicating trending issues and best practices
- Make the customer feel understood by reviewing case history to assure familiarity with their system environment
- Develop relationships with assigned client admins to foster a collaborative environment where clients have the feeling of partnership
Requirements
- 2+ years of customer support experience
- Experience troubleshooting technical issues
- 1+ years of UKG Workforce Ready experience, preferred
- Experience with HCM system(s) and/or applicable system knowledge.
- Experience with running payroll
- Knowledge of federal, state and local employer/employee tax laws and regulations
- Experience with Salesforce Service Cloud
- Understanding of operating systems, networking technologies/protocols, and software applications
- Experience working in a remote team environment
Benefits
- FREE medical, dental, and vision plans
- FREE basic life insurance, short term disability, and employee assistance programs
- 401(k) traditional and Roth plans with Employer Match
- Generous PTO, bonus, and stock options
- $400 office equipment reimbursement
- $300/year fitness reimbursement
- Monthly internet reimbursement
- Paid professional development & tuition reimbursement
- Generous referral bonuses
- Paid parental leave
- Remote-friendly work environment
- Paid sabbatical leave program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingcustomer supportHCM systemspayroll processingoperating systemsnetworking technologiessoftware applicationscase managementtechnical analysisdocumentation
Soft skills
customer satisfactioncommunicationcollaborationproblem-solvingrelationship buildingprioritizationattention to detailteamworkadaptabilityempathy