Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. 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 UKGCareers@ukg.com It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.