***DIRECT HIRE***"UKG Ready" Customer Support Tech Specialist

Job Description

Job Description

Traditional On-Site Schedule M-F, No Hybrid or Remote option

The  UKG Ready 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.
• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near the Chandler, AZ or Duluth, GA offices, this is an in-office position.

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 Ready Experience required.