UKG Customer Support Specialist

Looking to join an organization where you feel valued and encouraged to achieve your dreams? We are actively looking for individuals who align with our values and are passionate about thriving in a fast-paced, ever-changing industry. In 2015, Wurk created the cannabis industry’s very first all-in-one workforce management solution. Our dynamic system is utilized to streamline operations, minimize regulatory risks, and manage payroll, HR, timekeeping, and tax compliance. We believe it is our responsibility to protect the people and organizations of the cannabis industry so they can continue to impact the world we live in. If this excites you, we at Wurk would love to meet you!

A successful Customer Support Specialist will deliver comprehensive, high-quality support of Wurk’s HRIS product line. On this fast-paced team, the CSS will need to exemplify outstanding customer service skills as well as troubleshooting skills. The CSS will have a passion for problem-solving, technology, and helping others to promote customer success. 

What you’ll need to accomplish! 

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
What you’ll need to have! 

1+ years of customer support experience
2+ years of UKG Workforce Ready experience 
Experience with running payroll and/or applicable systems knowledge (i.e. ADP, Paychex, or similar) 
Knowledge of federal, state and local employer/employee tax laws and regulations 
Experience with Salesforce Service Cloud or other Support ticketing systems 
Understanding of operating systems, networking technologies/protocols, and software applications 
What’s in it for you?

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
Internet reimbursement
Paid professional development
Generous referral bonuses
Paid parental leave
One month paid sabbatical after four years of continuous service
Remote friendly work environment
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Wurk is an Equal Opportunity Employer. Wurk does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.   

This position’s approximate base salary range is $40,000-$60,000 based on candidate’s experience, education, and geographic location.