Specialty Support Representative II

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 UKG ACA (Affordable Care Act) 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 customers.

Primary/Essential Duties and Key Responsibilities

• Work with customers and internal teams to gather ACA requirements for complex projects.
• Manage transition projects for customers that need additional assistance during their move from launch to support, while providing a quality assurance feedback loop to the launch teams to measure the success of the launch projects.
• Assist customers with ACA projects.
• Communicate with customers and internal partners on open requests.
• Manage projects with critical deliverable deadlines and ensure the success of the customer experience.

Qualifications

• 1-3 years of prior US Benefits Health & Welfare experience (preferable).
• Customer-facing roles experience.
• Proficient in English, encompassing writing, speaking, and comprehension.
• Demonstrate strong technical troubleshooting skills by breaking down the expected versus actual results, reproducing the issue, researching, and verifying the solution.
• Confidence and strong leadership abilities.
• Strong verbal and written communication skills with demonstrated ability to communicate effectively.
• Ability to set and manage customer expectations.
• Effective collaboration and time management skills.
• Ability to multi-task in order to complete tasks and achieve goals in a fast-paced and metrics-driven environment.
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner.
• Highly motivated and team oriented.
• Open to working in EST time zones.

Interpersonal Skills

• Excellent written and verbal communication skills.
• Conflict resolution.
• Excellent customer service skills.
• Ability to handle multiple tasks under tight deadlines.
• Highly motivated and team oriented.

Educational Requirements

• Bachelor's degree required (BCom, BA, BSc).
• Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word.
• Certification in the Payroll/HR industry is a plus