Specialty Support Representative II
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 matters—and so do you.
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 Benefits, EDI and 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 and EDI customers.
Primary/ Essential Duties and Key Responsibilities:
• Work with customers and internal teams to gather ACA and EDI requirements for complex projects
• Manage transition projects for customers that need additional assistance during their move from launch to support while providing quality assurance feedback loops to the launch teams to measure success of the launch projects
• Assist customers with ACA and EDI projects
• Communicate with customers and internal partners on open requests
• Manage projects with critical deliverable deadlines and ensure success of the customer experience
Qualification:
• Overall, 1 – 3 years of work experience in U.S. Benefits related teams
• Working knowledge of employee life-cycle U.S. Benefits Administration, ACA, related regulations, ERISA guidelines, and HIPAA Compliance
• Experience of working in customer facing roles
• Ability to multi-task to complete tasks and achieve goals in a fast-paced and metrics-driven environment
• Ability to work in US shifts
Preferred Qualifications/Skills:
• Exposure to Open Enrolment and ACA activities
• EDI experience is a plus
• Strong background in customer facing deliveries
• Must be proficient in Microsoft Office (Excel, Word, and PowerPoint)
• Industry level benefits certification will be a plus
Interpersonal Skills:
• Excellent written and verbal communication skills
• Self-starter who is motivated to succeed
• Excellent customer service skills
• Ability to handle multiple tasks under stringent timelines
• Highly motivated and team oriented
Education/Certification/License:
• Bachelor’s degree in business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered
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 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.