Customer Support Specialist

Deliver comprehensive, high-quality support of Wurk’s HRIS product line. On this fast-paced team, the CSS will need to exemplify outstanding customer service skills as well as troubleshooting skills. The CSS will have a passion for problem-solving, technology, and helping others to promote customer success. Field both incoming cases and phone calls to identify or resolve issues within client builds within the Workforce Ready UKG Product. Deliver timely solutions to customers while maintaining customer satisfaction. Assess technical situations and establish case priorities/severities in accordance with their service level agreement. Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem. Manage caseload in adherence to departmental goals/policies. Document precise troubleshooting and customer interaction details. Work individually and with a team to solve technical problems while communicating trending issues and best practices. Make the customer feel understood by reviewing case history to assure familiarity with their system environment. Develop relationships with assigned client admins to foster a collaborative environment where clients have the feeling of partnership.