UKG Ready Customer Support Specialist WFH

About Us
Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector providing a comprehensive portfolio of solutions including HR/HCM technology managed services and global business process outsourcing (BPO). The company and its service providers collectively serve over 95000 businesses and process over $135B in annual payroll. As a One Employer Solution headquartered in Chandler Arizona Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting .

Position Summary
The Customer Support Specialist is responsible for providing expert-level support to clients using UKG Ready with a strong emphasis on HR Core Benefits Administration system configuration and ongoing maintenance. This role ensures clients receive high quality assistance with HRIS functionality benefit plan setup open enrollment processes workflows permissions and reporting. This position works within a ticket based environment and requires strong analytical skills excellent communication and the ability to interpret client needs into correct system configurations

Essential Duties and Responsibilities

• Serve as the primary resource for support related to UKG Ready HR and Benefits modules.
• Review client-submitted tickets gather requirements and translate them into correct system updates or configurations.
• Troubleshoot issues related to:
  • HR Core configuration
  • Benefits Administration (plan setup rules eligibility deductions)
  • Open Enrollment configuration testing and deployment
  • Workflow routing and approval processes
  • Role permissions and security setup
  • Standard and custom reporting
• Configure benefit plans including medical dental vision FSA HSA 401(k) and other client-specific offerings.
• Update and optimize HR settings workflows and security roles.
• Provide training to clients or internal teams as needed on HR Core Benefits reporting and workflows.
• Assist with documentation job aids or internal knowledge articles to support consistent processes.
• Collaborate with cross functional teams including Payroll and Implementation to resolve complex issues.
• Escalate technical issues appropriately while maintaining ownership of client communication.
• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near the Chandler AZ or Duluth GA offices this is an in-office position.

Marginal Functions

• Participate in internal projects system enhancements or testing initiatives as assigned.
• Support process improvements and contribute to department efficiency initiatives.
• Assist other team members during high volume periods Open Enrollment season or platform-wide changes.
• Build maintain and promote relationships with team members peers across disciplines and all other company team members ensuring effective coordination of communications and services affecting clients.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by supervisor.
• Represent the HRIS Support team in internal meetings or client calls when needed

Knowledge Skills and Abilities

• Hands-on UKG Ready experience.
• Strong understanding of HR operations and common benefit plan structures.
• Excellent communication and interpersonal skills with the ability to collaborate effectively across teams and build positive working relationships.
• In-depth knowledge of customer service best practices ensuring consistent high-quality support across all channels.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments able to respond effectively to shifting priorities and business needs.
• Sound decision making abilities including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• Strong escalation management and innovative problem-solving skills with a creative approach to overcoming challenges.
• Must be coachable open to receiving feedback for continuous improvement and willing to share insights on process enhancements for the company.
• Experience in Microsoft Office software (Outlook Teams Excel PowerPoint) and demonstrated ability to learn other applications as needed

Education & Experience

• High school diploma or related experience required or equivalent combination of experience skills education (including other relevant non-traditional degree programs or job training programs) preferred.
• 2 5 years of experience supporting or administering UKG Ready (HR/Benefits focus).
• Background in HRIS HR operations benefits administration or related fields.
• UKG Experience required.

Physical Mental & Communication Demands

Physical Demands:

• Sedentary Work: Remains seated for extended periods often at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard mouse printer mail machines and other office equipment.
• Mobility: Occasionally moves about the office to attend meetings retrieve files or collaborate with team members.
• Visual Acuity: Frequently reads detailed numerical data spreadsheets and system interfaces requiring close visual attention and accuracy primarily on a computer screen and occasionally in printed materials.
• Lifting & Carrying: Occasional lifting carrying loading of office supplies. (typically less than 15 lbs.)

Mental Demands:

• Attention to Detail: Reviews verifies and enters payroll hours deductions earnings and tax adjustments with precision to ensure error-free payroll runs.
• Problem-Solving: Interprets payroll data identifies discrepancies calculates adjustments and determines appropriate corrective actions.
• Multitasking: Manage multiple tasks and projects simultaneously often under tight deadlines.
• Task Prioritization: Manages an assigned book of business balances recurring tasks with urgent client needs and organizes workflow to ensure timely processing.
• Adaptability: Adjusts quickly to changing client requirements system updates or unexpected payroll issues.
• Confidentiality and Discretion: Handles sensitive employee information compensation data and tax details in compliance with privacy and security standards.
• Concentration: Maintains focus during repetitive or detailed tasks such as manual data entry auditing or reconciliation.
• Stress Management: Handle stressful situations calmly and effectively especially when dealing with client concerns.

Communication Demands:

• Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees managers clients and external vendors. Maintains positive professional relationships with assigned clients ensuring their payroll needs are met and concerns are addressed promptly.
• Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds demonstrating cultural awareness and sensitivity.
• Conflict Resolution: Handles escalations or client frustrations with patience clarity and a solutions-oriented approach.
• Active Listening: Gathers necessary information from clients to resolve payroll discrepancies or understand requested changes.
• Written Communication: Drafts accurate and timely responses via email and case management systems; documents issues and resolutions clearly.
• Verbal Communication: Provide clear communication skills for interacting with internal departments and escalating issues. Responds to client inquiries by phone explains payroll processes and provides guidance on payroll-related questions

Environmental Conditions
Indoor office environment. May occasionally have moderate noise level from copiers W2 or check printers or co-workers. Will work in various additional environments including client offices industry conferences customer events and training sessions. This means adapting to different settings and conditions regularly. This role may involve extended periods of sitting during travel and meetings as well as standing and walking during client visits and events. Will work in various additional environments including client offices industry conferences customer events and training sessions. This means adapting to different settings and conditions regularly. This role may involve extended periods of sitting during travel and meetings as well as standing and walking during client visits and events.

This position is eligible for the following benefits:

• Health Insurance: Medical dental and vision coverage
• Retirement Plan: 401(k) with company match
• Paid Time Off: PTO Holidays Parental leave and Sick Leave provided as required by applicable state law
• Other Benefits: Life insurance short term disability long term disability employee assistance program (EAP) flexible spending account (FSA) health savings account (HSA) Identity theft protection critical illness accident cancer hospital protection legal and pet insurance.
• Additional Compensation: e.g. signing bonus commission structure if applicable.