Ultimate Software is seeking individuals who have a passion for providing world-class customer service. In this Rapid Response Professional role, you will work 25-29 hours/week from your home office. You will be part of a team supporting our clients by adding value to Ultimate Software’s reputation of being a world-class provider of Human Capital Management (HCM) and Payroll SaaS support.
Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune’s Best Places to Work in Technology for 2020 and #2 on the 100 Best Companies to Work For list in 2020. Ultimate is also ranked #2 on Fortune’s 75 Best Workplaces for Women and #9 on its Best Workplaces for Diversity list. Learn more about US here: www.ultimatesoftware.com/careers
To be successful in this fast-paced/high-volume environment, you need strong deductive reasoning, time management, and technical skills. We are searching for someone who enjoys taking initiative, is empathetic, detail-oriented, and understands that every interaction they make is an opportunity to add value to Ultimate Software’s reputation of being a world-class provider of Human Capital Management (HCM) support.
Primary/Essential Duties and Key Responsibilities:
- Provide world-class customer support/experiences through various mediums (telephone, chat, email, etc.)
- Troubleshoot payroll and software issues from our clients and partners
- Professionally communicate with clients at management level and above both verbally and through written communication
- Accurately document and manage workload in a Customer Relationship Management system (CRM)
- Be a contributing member of a team that is agile and able to support various business needs
- Ability to quickly learn and master specific areas of the business and tasks as determined by business need/function
Required Qualifications:
- Minimum of 2 years’ experience in a customer support and/or technical support environment
- Excellent verbal and written communication skills
- Domain knowledge of Microsoft Word, Microsoft Excel, Google Suite, and Customer Relationship Management systems (CRMs)
- Strong decision-making, multi-tasking, analytical, and deductive reasoning skills
- Possess the confidence to work autonomously and in a team environment
- Be self-motivated and demonstrate initiative to resolve complex issues
- Be accountable and metric-driven
Preferred Qualifications:
- BA/BS
- Telephony/Chat support experience
- Human Capital Management (HCM) experience
- Fundamental Payroll Certification (FPC)
- Salesforce experience
- Flexibility and/or motivation to take on additional hours when applicable
- Experience working in a virtual team environment
Physical Requirements:
- Sit/stand at a desk for long periods of time
- Conversate while updating various systems simultaneously
Travel Requirements:
- There is minimal to no expectations of travel for this position unless special circumstances arise and are agreed upon by both parties.
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