UKG Ready Customer Support Specialist - WFH

Customer Support Specialist

The Customer Support Specialist is responsible for providing expert-level support to clients using UKG Ready, with a strong emphasis on HR Core, Benefits Administration, system configuration, and ongoing maintenance. This role ensures clients receive high-quality assistance with HRIS functionality, benefit plan setup, open enrollment processes, workflows, permissions, and reporting. This position works within a ticket-based environment and requires strong analytical skills, excellent communication, and the ability to interpret client needs into correct system configurations.

Essential Duties and Responsibilities:

• Serve as the primary resource for support related to UKG Ready HR and Benefits modules.
• Review client-submitted tickets, gather requirements, and translate them into correct system updates or configurations.
• Troubleshoot issues related to: HR Core configuration Benefits Administration (plan setup, rules, eligibility, deductions) Open Enrollment configuration, testing, and deployment Workflow routing and approval processes Role permissions and security setup Standard and custom reporting
• Configure benefit plans including medical, dental, vision, FSA, HSA, 401(k), and other client-specific offerings. Update and optimize HR settings, workflows, and security roles.
• Provide training to clients or internal teams as needed on HR Core, Benefits, reporting, and workflows. Assist with documentation, job aids, or internal knowledge articles to support consistent processes.
• Collaborate with cross-functional teams including Payroll and Implementation to resolve complex issues. Escalate technical issues appropriately while maintaining ownership of client communication.

Marginal Functions:

• Participate in internal projects, system enhancements, or testing initiatives as assigned.
• Support process improvements and contribute to department efficiency initiatives.
• Assist other team members during high-volume periods, Open Enrollment season, or platform-wide changes.
• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by supervisor. Represent the HRIS Support team in internal meetings or client calls when needed.

Knowledge, Skills, and Abilities:

• Hands-on UKG Ready experience.
• Strong understanding of HR operations and common benefit plan structures.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision-making abilities, including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.

Education & Experience:

• High school diploma or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred.
• 2–5 years of experience supporting or administering UKG Ready (HR/Benefits focus).
• Background in HRIS, HR operations, benefits administration, or related fields. UKG Experience required.

Physical, Mental, & Communication Demands:

Physical Demands:

Sedentary Work: Remains seated for extended periods, often at a desk or computer. Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, printer, mail machines, and other office equipment. Mobility: Occasionally moves about the office to attend meetings, retrieve files, or collaborate with team members. Visual Acuity: Frequently reads detailed numerical data, spreadsheets, and system interfaces requiring close visual attention and accuracy, primarily on a computer screen and occasionally in printed materials. Lifting & Carrying: Occasional lifting, carrying, loading of office supplies. (typically, less than 15 lbs.)

Mental Demands:

Attention to Detail: Reviews, verifies, and enters payroll hours, deductions, earnings, and tax adjustments with precision to ensure error-free payroll runs. Problem-Solving: Interprets payroll data, identifies discrepancies, calculates adjustments, and determines appropriate corrective actions. Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines. Task Prioritization: Manages an assigned book of business, balances recurring tasks with urgent client needs, and organizes workflow to ensure timely processing. Adaptability: Adjusts quickly to changing client requirements, system updates, or unexpected payroll issues. Confidentiality and Discretion: Handles sensitive employee information, compensation data, and tax details in compliance with privacy and security standards. Concentration: Maintains focus during repetitive or detailed tasks such as manual data entry, auditing, or reconciliation. Stress Management: Handle stressful situations calmly and effectively, especially when dealing with client concerns.

Communication Demands:

Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients, and external vendors. Maintains positive, professional relationships with assigned clients, ensuring their payroll needs are met and concerns are addressed promptly. Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity. Conflict Resolution: Handles escalations or client frustrations with patience, clarity, and a solutions-oriented approach. Active Listening: Gathers necessary information from clients to resolve payroll discrepancies or understand requested changes. Written Communication: Drafts accurate and timely responses via email and case management systems; documents issues and resolutions clearly. Verbal Communication: Provide clear communication skills for interacting with internal departments and escalating issues. Responds to client inquiries by phone, explains payroll processes, and provides guidance on payroll-related questions

Environmental Conditions:

Indoor, office environment. May occasionally have moderate noise level from copiers, W2 or check printers, or co-workers. Will work in various additional environments, including client offices, industry conferences, customer events, and training sessions. This means adapting to different settings and conditions regularly. This role may involve extended periods of sitting during travel and meetings, as well as standing and walking during client visits and events.

This position is eligible for the following benefits:

Health Insurance: Medical, dental, and vision coverage Retirement Plan: 401(k) with company match Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance. Additional Compensation: [e.g., signing bonus, commission structure] if applicable.

$15 - $22.63 a year