Skip to content

Senior Solution Support Specialist

General information

Location:

California - California - Remote, St. Louis - Missouri - USA, USA - USA - Remote, Weston - Florida - USA

Function:

Customer/Technical Support

Ref #:

20220023101

Description & Requirements

Description

As a Senior Solution Support Specialist, you will provide world class service and subject matter expertise to our internal and external customers. Your work will play a key role in supporting our comprehensive UKG Pro products, providing an in-depth analysis and timely resolutions/workarounds for client-escalated issues in areas such as, Payroll, HR/Benefits, Compliance, and Imports/Exports.

Responsibilities:

· Assist internal Support teams with resolving complex issues within UKG Pro, identify potential defects, and engage Development teams for enhancement needs

· Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely responses

· 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 to provide accurate solutions to internal support specialists

· Collaborate with Org Readiness teams to ensure quality feature deliverables and release readiness, including new features review and internal support articles

· Effectively champion highly escalated customer issues while providing regular status updates internally

· Participate in additional support models through chats and Community postings for real time assistance

· Identify improvement opportunities for knowledge content, partnering with the Learning team to advise on content accuracy

Qualifications

Required:

· Bachelor’s Degree or equivalent work experience. If degreed, Computer Science, Information Systems or Business preferred
· Proven analysis, problem determination and troubleshooting skills with knowledge of when to escalate
· Minimum one-year hands on experience with UKG Pro product and knowledge of Payroll and Human Resources
· Ability to handle low complexity projects/service requests
· Ability to handle difficult or sensitive situations

Preferred:

• Fundamental Payroll Certification (FPC)
• Proficient in Transact SQL (T-SQL)
• Certified Payroll Professional (CPP) 
• Professional Human Resources (PHR)

Corporate 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.


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.

Apply