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Senior Solution Support Representative

General Information

Ref #:

20220028517

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

USA - USA - Remote

Description & Qualifications

Description

UKG is seeking energetic, customer-focused individuals to be a key player on the UKG Pro SuccessCare team. As a Sr Solution Support Representative (aka Sr SuccessCare Advisor), you will be a part of a growing team delivering world class service to new customers. You will manage short-term engagements that provide new customers with solid foundational knowledge, as they transition out of Implementation, into Support. This will set them up for success, and is a key step in the UKG Partner for Life journey. As a member of the SuccessCare team, you will provide product guidance and best practice key areas of the product.
In this dynamic environment, the perfect candidate will be willing to be flexible and shift focus as priorities change. They will bring experience in roles that succeed by delighting customers. Ideally, this candidate would bring operational knowledge of UKG products. However, strong skills with similar products and the ability to learn may also work.
This candidate is comfortable working independently, but also shines when collaborating within the team.

Qualified candidates are self-starters with exceptional organizational and problem-solving skills who are highly motivated to provide excellent customer service. Candidates will also possess an extensive knowledge of payroll and/or human resources concepts and regulations and be comfortable working in a fast-paced, exciting environment. Candidates with multi-functional expertise preferred.
We are looking for a candidate that brings some experience, but just as importantly is someone that enjoys continual learning, and is energized by working directly with customers.

Responsibilities:
• Deliver virtual, interactive presentations to customers on various topics, working to improve customer’s understanding of the product
• Utilize extensive UKG Ready system knowledge and strong technical troubleshooting skills to gather information and solve problems that arise with little or no precedent
• May serve as an informal lead within the team, provide guidance to team members
• Collaborate successfully with other UKG cross functional teams and third-party solution providers on various projects and initiatives
• Communicate advanced technical information effectively to both technical and non-technical individuals at various levels internally and externally
• Maintain in-depth knowledge of department processes and procedures
• Impacts the success of the team, by providing feedback that defines and recommends process improvements
• Provide the highest levels of customer satisfaction by delivering timely resolutions and executing customer-focused commitments
• Participate in testing and validating system fixes, service releases and enhancements

Qualifications

• Minimum of 4 years of experience in related industry, or within customer-experience organization.
• Experience using, supporting or implementing UKG Ready strongly preferred
• Must have strong knowledge and understanding of computer system applications and databases.
• Must possess excellent oral, written and presentation skills, as it relates to advanced technical information
• Must possess the ability to distil technical concepts and communicate them to a non-technical audience
• Strong troubleshooting skills
• Exceptional organizational, time-management and planning skills with a strong attention to detail needed
• Ability to successfully work autonomously within established procedures
• 4-year college degree preferred

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

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 is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Colorado Pay Law

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  Please send an email to UKGcareers@ukg.com 

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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