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Senior Solution Support Representative

General Information

Ref #:

20230031199

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Alpharetta - Georgia - United States, Atlanta - Georgia - United States, Santa Ana - California - United States, St. Louis - Missouri - United States, Weston - Florida - United States

Description & Qualifications

Description

The Sr. Solutions Support team member provides world class service and subject matter expertise to our internal and external customers. You play a key role in supporting our comprehensive UKG Pro products, providing in-depth analysis and timely resolutions/workarounds for client-escalated. The qualified candidate has knowledge of HRMS systems, strong customer service and knowledge transfer skills, and the ability to multi-task in a fast paced environment.

Primary/Essential Duties and Key Responsibilities:
• Participate in Collaborative Support Model
• Ability to handle high complexity projects /service requests
• Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response
• Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers
• Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to internal support specialists
• SME in collaboration with Org Readiness teams to ensure quality feature deliverables and release readiness, including release testing, feature testing, process improvement, communication, and participating as panelists in webcasts
• Create training in collaboration with the Learning team
• Mentor internal team members
• Special projects as needed

Qualifications

Required Qualifications:
• Minimum of 1-2 years hands on experience with UKG Pro Human Capital Management system
• Fundamental Payroll Certification (FPC) - minimum
• Excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate to Product Analyst
• Advanced mentoring skills
• Strong presentation skills
• Ability to present to large audiences
• Ability to create and facilitate internal trainings
• Team player: collaborative, seeks input, accepts and incorporates feedback from others, and freely offers assistance
• Experience in handling difficult or sensitive situations Strong verbal and written communication skills; being able to communicate effectively via printed material, on the telephone, and over electronic services
• Customer-focused, positive and professional attitude

Preferred Qualifications:
• Certified Payroll Professional (CPP) highly recommend/prefer
• Understanding of Salesforce
• Experience with the Expression builder is a plus
• Knowledge of Transact SQL (T-SQL) is a plus

Experience, Education, Certification, License and Training:  
• Bachelor’s Degree or equivalent work experience.  If degreed, Computer Science, Information Systems or Business 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 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 UKGCareers@ukg.com.

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