Customer Support Specialist UKG Experience required

Location: Georgia ,remote Pay: $15-$22 per hour

Position Summary:

The Customer Support Specialist provides expert support to clients using UKG Ready, focusing on HR Core, Benefits Administration, system configuration, and maintenance. This role ensures high-quality assistance with HRIS functionality, benefit plan setup, open enrollment, workflows, permissions, and reporting. Operates within a ticket-based environment requiring strong analytical skills, excellent communication, and the ability to translate client needs into accurate system configurations.

Essential Duties and Responsibilities:

• Serve as the primary support resource for UKG Ready HR and Benefits modules.

• Review client tickets, gather requirements, and apply correct system updates or configurations.

• Troubleshoot issues related to:

• HR Core configuration

• Benefits Administration (plan setup, rules, eligibility, deductions)

• Open Enrollment configuration, testing, deployment

• Workflow routing and approval

• Role permissions and security setup

• Standard and custom reporting

• Configure benefit plans including medical, dental, vision, FSA, HSA, 401(k), and other client-specific plans.

• Update and optimize HR settings, workflows, and security roles.

• Provide training to clients or internal teams on HR Core, Benefits, reporting, and workflows as needed.

• Assist with documentation, job aids, and internal knowledge articles.

• Collaborate with cross-functional teams including Payroll and Implementation to resolve complex issues.

• Escalate technical issues appropriately while maintaining ownership of client communications.

• Attend work regularly at the corporate office location. For those near Chandler, AZ or Duluth, GA, this is an in-office role.

Marginal Functions:

• Participate in internal projects, system enhancements, and testing initiatives.

• Support process improvements and departmental efficiency initiatives.

• Assist team members during high volume periods, Open Enrollment, or platform-wide changes.

• Build and maintain relationships with team members and peers to ensure effective communication and service coordination.

• Attend webinars and training to stay current on company and department best practices.

• Complete projects and duties as assigned by the supervisor.

• Represent HRIS Support in internal meetings or client calls as needed.

Knowledge, Skills, and Abilities:

• Hands-on experience with UKG Ready.

• Strong understanding of HR operations and common benefit plan structures.

• Excellent communication and interpersonal skills; ability to collaborate across teams and build positive relationships.

• In-depth knowledge of customer service best practices for consistent, high-quality support.

• Ability to manage multiple tasks with accuracy and attention to detail.

• Advanced problem-solving and analytical skills focused on efficient issue resolution.

• Adaptable in fast-paced environments with ability to handle shifting priorities.

• Sound decision-making abilities evaluating complex information and taking appropriate action.

• Professional and composed in diverse situations and with different personalities.

• Strong escalation management and innovative problem-solving capabilities.

• Coachable and open to feedback; committed to continuous improvement and process enhancement.

• Proficient in Microsoft Office (Outlook, Teams, Excel, PowerPoint) and able to learn other applications as needed.

Education & Experience:

• High school diploma or equivalent required; relevant experience or education (including non-traditional degrees or job training) preferred.

• 2–5 years supporting or administering UKG Ready with focus on HR and Benefits.

• Background in HRIS, HR operations, benefits administration, or related field.

• UKG experience required.

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