Solution Support Representative (Santa Ana, CA)

Description

The Solutions Support Representative position requires a combination of skills, including mastery of UKG Pro -Core knowledge, as well as mastery of customer communication skills. Solutions Support Representatives provide world-class customer service through extreme ownership of issues along with a holistic approach to each item they manage within their customer base. Along with ownership, the Solutions Support Representative is required to maintain a holistic mindset, ensuring that the customer’s issue is not only resolved, but any downstream impacts of the issue are addressed. Solutions Support Representative are generally held to higher standards of service and communication due to the combined visibility and sheer volume of business they support.

Primary/Essential Duties and Key Responsibilities:
• Manage and maintain our largest and most complex customers.
• Provide world-class customer service with a proactive approach for customer satisfaction, technical expertise, and thorough and timely responses to customers.
• Keep customer satisfaction at the core of every interaction
• Ensure daily workload and commitments have been completed timely and accurately within established requirements
• Perform excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate
• Call ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
• Enter and maintain customer issues with detailed integrity in the case management system.
• Consistently model the highest levels of support orientation and professionalism
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery
• Develop strong relationships with internal partners and can communicate with all types of individuals via multiple communication methods

Qualifications

Required Qualifications:
• 3-5 Years customer service experience
• 3-4 years Account Management Experience
• Experience with HR/Payroll
• SQL knowledge
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations and experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Effective collaboration and time management skills
• Highly motivated and team oriented

Preferred Qualifications:
• BS/BA preferred or equivalent work experience
• Certification in the Payroll/HR industry a plus
• FPC/CPP certification

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 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 [email protected] or please call 1 (978) 250 9800.