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Ultimate Software BENEFITS PRIME SUPPORT SOLUTIONS I in Atlanta, Georgia

Description

A Support Solutions I team member provides world-class service and subject matter expertise to our internal and external customers. You play a key role in supporting our comprehensive Benefits Prime product, providing in-depth analysis and timely resolutions/workarounds for client-escalated issues in areas related to Benefits. The qualified candidate has knowledge of advanced knowledge of the Benefits Prime platform, strong customer service and mentorship skills, and the ability to multi-task in a fast-paced environment.

A Support Solutions I team member provides world-class service and subject matter expertise to our internal and external customers. You play a key role in supporting our comprehensive Benefits Prime product, providing in-depth analysis and timely resolutions/workarounds for client-escalated issues in areas related to Benefits. The qualified candidate has knowledge of advanced knowledge of the Benefits Prime platform, strong customer service and mentorship skills, and the ability to multi-task in a fast-paced environment.

Primary/Essential Duties and Key Responsibilities:

  • Swarming

  • Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response.

  • Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers.

  • Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to internal support specialists.

    Required Qualifications:

  • Excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate to Product Analyst

  • Minimum two-years' hands-on experience with the Benefits administration platform (preferred Benefits Prime)

  • Knowledge of Benefits

  • Ability to mentor internal partners

  • Team player: collaborative, seeks input, accepts and incorporates feedback from others, and freely offers assistance

  • Experience in handling difficult or sensitive situations

  • Strong verbal and written communication skills; being able to communicate effectively via printed material, on the telephone, and over electronic services

  • Customer-focused, positive and professional attitude

Experience, Education, Certification, License, and Training

  • Bachelor’s Degree or equivalent work experience. If degreed, Computer Science, Information Systems or Business preferred

  • Professional Human Resources (PHR) preferred

Preferred Qualifications:

  • Understanding of Salesforce

  • Knowledge of Transact SQL (T-SQL)

Physical Requirements:

  • No unique physical demands required for this job.

Travel Requirements:

  • 10% to key office locations

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

UKG will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company’s online employment application, please contact accessibility@ultimatesoftware.com.

It has come to our attention that some people have been contacted online by persons impersonating job recruiters for UKG. These fraudulent “recruiters” have used Gmail accounts to contact, and have requested personal information, such as depositing a check to purchase work-related supplies. These are not legitimate recruiters or job offers, and do not represent UKG. To safely apply for and view open positions at UKG, please click “Apply" and follow the instructions. Note that our recruiter emails always come from an official UKG.com (http://ultimatesoftware.com/) email address.

If you suspect you have been the victim of this or a related fraud, immediately contact your financial institution, and then file a complaint with the FBI’s Internet Crime Complaint Center at www.ic3.gov. If you shared other personal or sensitive information, you may need to take additional actions relative to what was shared. Your local law enforcement department may also be able to assist. For any general security related questions regarding UKG, feel free to email security@ukg.com.

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

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