Specialty Support Representative II

Job Description Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work mattersand so do you. We are seeking a highly skilled and motivated Specialty Support Representative to join our dynamic Payment Services General Support team. The ideal candidate will have a passion for troubleshooting, payroll and tax experience. As a Specialty Support Representative, you will be responsible for providing technical troubleshooting to our clients, ensuring they have a seamless experience with our Tax Filing software solutions by adding value to UKG's reputation as a world-class provider. Duties And Responsibilities: - Provide payroll tax technical support/troubleshooting to clients via Salesforce cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat) - Diagnose and resolve issues related to our Tax Filing software timely and accurately. - Escalate unresolved issues to higher-level support or development teams, as necessary. - Works with the appropriate team members to address and facilitate a timely resolution to tax inquiries, including quarter-end and year-end employer tax filing. - Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases. - Document all client interactions and troubleshooting steps in Salesforce. - Generate and analyze reports, provide comprehensive instructions, and updates to customer and internal partners via case management. - Provide feedback on operational processes and/or efforts to improve the customer experience. Duties And Responsibilities: - Manage in an organized, proactive and independent manner to meet all required time frames and commitments. - Demonstrated exceptional customer service skills by effectively addressing and resolving customer inquiries and complaints, ensuring a high level of customer satisfaction. - Consistently maintained meticulous attention to detail in all tasks, resulting in accurate and efficient service delivery. - Proficiency with Microsoft Office applications such as Word, Excel, and PowerPoint. - Must be able to work under tight deadlines during seasonal peaks. - Excellent oral and written communication skills. - Highly motivated and team oriented. - Demonstrated ability to organize work. - 2+ years related experience in client services, data management, or operations. Education/Certification/License: - Bachelor's degree in business, Accounting, Finance or comparable education and experience. Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry because great organizations know their workforce is their competitive edge. Learn more at ukg.com. 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 [Confidential Information]