UKG Customer Support Specialist

Looking to join an organization where you feel valued and encouraged to achieve your dreams? We are actively looking for individuals who align with our values and are passionate about thriving in a fast-paced, ever-changing industry. In 2015, Wurk created the cannabis industry's very first all-in-one workforce management solution. Our dynamic system is utilized to streamline operations, minimize regulatory risks, and manage payroll, HR, timekeeping, and tax compliance. We believe it is our responsibility to protect the people and organizations of the cannabis industry so they can continue to impact the world we live in. If this excites you, we at Wurk would love to meet you!

A successful Customer Support Specialist will deliver comprehensive, high-quality support of Wurk's HRIS product line. On this fast-paced team, the CSS will need to exemplify outstanding customer service skills as well as troubleshooting skills. The CSS will have a passion for problem-solving, technology, and helping others to promote customer success. 

What you'll need to accomplish! 

• Within your first 30 days, you will learn the Wurk platform, learn the company's support ticketing system and begin to shadow the support team on calls and open cases 
• Within 60 days, learn and better understand the support process, the Wurk platform and complete your first support cases 
• Within 90 days, manage and close support cases assigned to you in compliance with Wurk's SLA 
• Deliver timely solutions to customers while maintaining customer satisfaction 
• Assess technical situations and establish case priorities/severities in accordance with their service level agreement 
• Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem 
• Manage caseload in adherence to departmental goals/policies 
• Document precise troubleshooting and customer interaction details 
• Work individually and with a team to solve technical problems while communicating trending issues and best practices 
• Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment 
• Add a personal touch to the support engagement 
• Serve as back up for check support at Denver office location, if applicable

What you'll need to have! 

• 1+ years of customer support experience
• 2+ years of UKG Workforce Ready experience 
• Experience with running payroll and/or applicable systems knowledge (i.e. ADP, Paychex, or similar) 
• Knowledge of federal, state and local employer/employee tax laws and regulations 
• Experience with Salesforce Service Cloud or other Support ticketing systems 
• Understanding of operating systems, networking technologies/protocols, and software applications 

What's in it for you?

• FREE medical, dental, and vision plans 
• FREE basic life insurance, short term disability, and employee assistance programs 
• FREE yoga sessions and wellness programs 
• 401(k) traditional and Roth plans 
• Generous PTO, bonus, and stock options 
• $400 office equipment reimbursement 
• $300/year fitness reimbursement 
• Internet reimbursement 
• Paid professional development 
• Generous referral bonuses 
• Paid parental leave 
• Remote friendly work environment 

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.  

Wurk is an Equal Opportunity Employer. Wurk does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.    

This position's approximate base salary range is $50,000-$60,000. 

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