Specialty Support Representative II

Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

Job Summary:

The Specialty Support Representative II role involves fostering strong relationships with customers primarily through service requests and Salesforce connectivity. This position is expected to deliver high quality support to our UKG ACA customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction. This role requires sharp analysis, problem-determination, and troubleshooting skills. The Specialty Support Representative will work closely with the Benefits Support teams and technical teams. Their main responsibility will be to provide high-level consultative and technical assistance for ACA customers.

Primary/Essential Duties and Key Responsibilities:

Work with customers and internal teams to gather ACA requirements for complex projects
Manage transition projects for customers that need additional assistance during their move from launch to support while providing a quality assurance feedback loop to the launch teams to measure success of the launch projects
Assist customers with ACA projects
Communicate with customers and internal partners on open requests
Manage projects with critical deliverable deadlines and ensure success of the customer experience

Qualifications:

1-3 years of prior US Benefits Health & Welfare experience (preferable)
Customer facing roles experience
Proficient in English, encompassing writing, speaking, and comprehension
Demonstrate strong technical troubleshooting skills by breaking down the expected versus actual results, reproducing the issue, researching, and verifying the solution
Confidence and strong leadership abilities
Strong verbal and written communication skills with demonstrated ability to communicate effectively
Ability to set and manage customer expectations
Effective collaboration and time management skills
Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment
Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
Highly motivated and team oriented
Open to working in EST time zones

Interpersonal Skills:

Excellent written and verbal communication skills
Conflict resolution
Excellent customer service skills
Ability to handle multiple tasks under tight deadlines
Highly motivated and team oriented

Educational Requirements

Bachelor's degree required: BCom, BA, BSc.
Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word
Certification in the Payroll/HR industry is a plus

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]