Customer Support/Data Fulfillment Specialist - Würk

Looking to join an organization where you feel valued and encouraged to achieve your dreams? We are actively looking for individuals who align with our values and are passionate about thriving in a fast-paced, ever-changing industry. In 2015, Würk created the cannabis industry's very first all-in-one workforce management solution. Our dynamic system is utilized to streamline operations, minimize regulatory risks, and manage payroll, HR, timekeeping, and tax compliance. We believe it is our responsibility to protect the people and organizations of the cannabis industry so they can continue to impact the world we live in. If this excites you, we at Würk would love to meet you!

A successful Customer Support Specialist will deliver comprehensive, high-quality support of Würk's HRIS product line. On this fast-paced team, the CSS will need to exemplify outstanding customer service skills as well as troubleshooting skills. The CSS will have a passion for problem-solving, technology, and helping others to promote customer success. This is an entry level position that will allow the CSS to gain knowledge and experience in both the UKG system and the Würk Check Production and Delivery process.

Responsibilities

• Within your first 30 days, you will learn the Würk platform, learn the company's support ticketing system and begin to shadow the support team on calls and open cases 
• Within 60 days, learn and better understand the support process, the Würk platform and complete your first support cases 
• Within 90 days, manage and close support cases assigned to you in compliance with Würk's SLA 
• Deliver timely solutions to customers while maintaining customer satisfaction 
• Document client issues and either assist in resolving the issues or assigning cases to the support queue for the Support team to resolve
• Manage caseload in adherence to departmental goals/policies
• Assess technical situations and establish case priorities/severities in accordance with their service level agreement 
• Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem 
•  Work individually and with a team to solve technical problems while communicating trending issues and best practices
• Responsible for check shipping at our Denver office

Required Skill Sets and Experience

• 1+ years of customer support experience
• 1+ years working in an office environment
• Experience troubleshooting technical issues
• Understanding of operating systems, networking technologies/protocols, and software applications
• Live in the Denver area, as this role requires 3-4 days a week in office
• Intermediate Excel skills and aptitude in MS Office
• Shipping and printing experience
• Experience with Salesforce Service Cloud or other Support ticketing systems preferred
• UKG Workforce Ready experience preferred

What's in it for you?

• FREE medical, dental, and vision plans
• FREE basic life insurance, short term disability, and employee assistance programs
• 401(k) traditional and Roth plans with Employer Match
• Generous PTO, bonus, and stock options
• $400 office equipment reimbursement
• $300/year fitness reimbursement
• Internet reimbursement
• Paid professional development & tuition reimbursement
• Generous referral bonuses
• Paid parental leave
• Paid sabbatical leave program

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Würk is an Equal Opportunity Employer. Würk does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.   

This position's approximate base salary range is $45,000-$55,000.