Specialty Support Representative

$41,600 - $78,000/Yr

Ultimate Kronos Group - Maitland, FL

Full-time - Entry Level

Hybrid - Maitland, FL

Publishing Industries

About the position

In this role, you will bring domain knowledge in payroll and payroll taxes to assist clients with maintenance and processes within the Payroll Services module of the application. This includes providing support for tax, post-payroll submission, period-end processing and delivery issues and questions reported by clients, as well as items originating from our Payroll Services team that require client action. The types of cases the UKG Payroll Services Support team member will handle include amended tax returns, payroll funding, check delivery configuration, tax code updates, bank account changes, ACH returns and all other inquiries specific to the Payroll Services offering.

Responsibilities

• Utilize payroll knowledge and experience to resolve complex issues submitted by end users while exercising sound problem-solving and troubleshooting abilities.
• Initiate timely contact to clients and provide accurate and complete resolution on all cases, while utilizing Salesforce to accurately record all activity for each case handled.
• Partner effectively with internal Operations and/or Support teams to ensure satisfactory resolution is provided to customers in a timely manner.
• Communicate with leadership to ensure issues are escalated where appropriate.
• Function productively both independently and as part of a team, as well as collaborate effectively across other teams within the Global Support and Payroll Services organizations.

Requirements

• 2+ years of experience using Payroll and/or Payroll Tax applications, or related help desk experience in a payroll service bureau environment.
• Exceptional organizational skills with high attention to detail, to effectively manage case backlog average of 20 cases - may increase to 30+ cases during peak periods.
• Successful client service experience with a proven track record of customer satisfaction measured by case or client surveys.
• Self-starter with proven ability to effectively manage time and meet performance and case closure metrics.

Nice-to-haves

• Strong communication skills, both verbal and written.
• Some familiarity with UKG Ready or Dimensions HCM applications.
• Bachelor's degree is a plus.

Benefits

• Wellness programs
• Tuition reimbursement
• Customizable expense reimbursement program (U Choose)
• Support for student loan repayment
• Childcare assistance
• Pet insurance