Customer Support Specialist

Summary

Join Wurk, a leader in cannabis industry workforce management solutions, as a Customer Support Specialist! You will provide comprehensive support for Wurk’s HRIS product line, troubleshooting issues and delivering timely solutions. This fast-paced role requires excellent customer service and problem-solving skills, along with a passion for technology. You will manage caseloads, document interactions, and collaborate with a team to resolve technical problems. Building strong client relationships and identifying trending issues are key aspects of this position. Wurk offers a remote-friendly work environment and a competitive benefits package.

Requirements

• 1+ years of customer support experience
• 2+ years of UKG Workforce Ready experience
• Experience with running payroll and/or applicable systems knowledge (i.e. ADP, Paychex, or similar)
• Knowledge of federal, state and local employer/employee tax laws and regulations
• Experience with Salesforce Service Cloud or other Support ticketing systems
• Understanding of operating systems, networking technologies/protocols, and software applications

Responsibilities

• 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

Benefits

• FREE medical, dental, and vision plans
• FREE basic life insurance, short term disability, and employee assistance programs
• 401(k) traditional and Roth plans with Employer Match
• Generous PTO, bonus, and stock options
• $400 office equipment reimbursement
• $300/year fitness reimbursement
• Monthly internet reimbursement
• Paid professional development & tuition reimbursement
• Generous referral bonuses
• Paid parental leave
• Remote-friendly work environment
• Paid sabbatical leave program