Description

Job Summary
UKG 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 you:
• Enhance 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 team
Resolve user issues and questions with UKG Workforce Central and UKG Dimensions 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 training

Qualifications

Required Qualifications
• This role requires to work in the Night Shift, which is mandatory as per business requirement.
5+ years voice based customer service 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 environment
Preferred Qualifications include…
• Experience with large corporate payroll processing or benefits administration
• Knowledge of multi-state payroll tax laws
• Fluent in Spanish and/or French Canadian
Experience, Education, Certification, License and Training:
• BCom/BSc/BA degree
• Certification in Benefits Administration industry a plus
• FPC/CPP Certification preferred

Company Overview

EEO Statement

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.