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Sr. Specialty Support

General information


USA - USA - Remote


Customer Delivery/Implementation Services

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Description & Requirements


The Sr. Specialty Support is responsible for achieving high customer satisfaction and retention with newly live accounts. The Sr Specialty Support provides tactical, responsive, and proactive product assistance in addition to conducting knowledge transfer and/or recommending additional training. This position partners with new customers to review their system configurations, educates them on their setup and usage of UKGPro and Benefits Administration, and encourages and supports system optimization. This position promotes product best practices and develops a successful business relationship with the customer.

Primary/Essential Duties and Key Responsibilities:
● Provide product functionality expertise and best practice recommendations to customers, as well as, to internal resources requiring this knowledge to increase adoption and utilization.
● Product solution review / health-checks with assigned customers to review processes that the customer has established to increase productivity, implement new modules, and most importantly increase customer satisfaction and best practices usage with the product.
● Review Customer Support portal, contacts, and case processes with customers as necessary.
● Organize, document, and manage multiple projects and time spent on an on-going basis.
● Communicate information timely and effectively (oral and written) to build rapport with both internal and external partners.
● Attend internal product training sessions as needed, to maintain product expertise as well as master new features and functionality.
● Complete proactive initiatives by creating the process, completing the request and providing feedback on the overall success.
● Own and complete Post-Live billable projects in a timely manner as needed to ensure that our external partners are able to continue with their usage of UKG Pro and Benefits Administration in a way that best fits their needs.
● Consistently create and update existing documentation to align with current functionality so that internal and external partners have the ability to self-service


Required Qualifications:
(Knowledge, Skills and Abilities)
● 5+ years of UKG HRMS Core product experience and troubleshooting skills.
● Successful history of managing and leading client relationships, including executive-level.
● Multi-industry expertise and demonstrated understanding of the industry-specific best practices for each.
● Track record of mentoring others and customer service excellence.
● Proven project management experience as supported by past work record.
● Strong abilities for encouraging collaboration, promoting the flow of information among all participants and providing clear direction on how to meet goals.
● Manages multiple assignments in an effective manner.
● Foresees potential problems and takes corrective action to ensure achievement of goals.
● Ability to collaborate with internal and external partners, striving for continual improvement.
● Clear and concise in communicating information. Actively listens to what others are saying, seeking and sharing information.
● Ability to work independently and virtually while meeting deadlines and deliverables.
● Provides clear direction to the customer and determines if change in approach is needed to accomplish goals.
● High level of understanding of UKG Pro database structure and SQL script writing.
(Experience, Education, Certification, License and Training)
● Industry certification a plus (CPP,FPC,PHR,SPHR)
● Bachelor’s Degree or equivalent work experience required

Preferred Qualifications:
● UKG HRMS product experience and troubleshooting skills in addition to the Core product, such as Talent and Time products.
● Industry Certification (CPP, FPC, PHR, SPHR)

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

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 or please call 1 (978) 250 9800.