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Payroll Services Support Representative


Indianapolis - Indiana - USA, Louisville - Kentucky - USA, Maitland - Florida - USA


Customer Service/Support

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The UKG Payroll Services (formerly Kronos Payroll Services) Support role delivers comprehensive, high-quality support for our UKG Payroll Services clients. The Services Support Representative is expected to deliver high-quality support utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

This role is expected to assist clients with maintenance and processes within the Payroll Services module of the application, as well as provide support for tax, post-payroll submission, period-end processing and delivery issues and questions reported by clients, as well as items originating from our Payroll Services team that require client action. The types of cases the UKG Payroll Services Support team member will handle include inquiries regarding amended tax returns, payroll funding, check delivery, tax updates, bank account changes, ACH returns and other inquiries specific to the Payroll Services offering.

• Utilize Payroll knowledge and experience to resolve complex issues submitted by end users while exercising sound problem-solving and troubleshooting abilities.
• Ability to research problems independently and identify root cause of issues.
• Provide timely, accurate and complete responses to all inquiries.
• Utilize Salesforce to accurately record all activity for each case handled.
• Route cases to other team members where applicable and follow up to ensure final resolution is provided in a timely manner.
• Consistently and effectively communicate with management to ensure issues are escalated where appropriate.
• Ability to work both independently and as part of a team, as well as to collaborate effectively across other teams within the Global Support and Payroll Services organizations.


The right person for this position will have domain knowledge in Payroll and Payroll Taxes. The role will require the Payroll Services Support Representative to assist customers with the use and usability of our application specific to UKG Payroll Services.

• 3+ years of experience using Payroll and/or Payroll Tax applications or related experience
• Successful client service experience with a proven track record of customer satisfaction
• Self-starter with proven ability to effectively manage time and meet performance metrics
• Exceptional organizational skills with high attention to detail
• Excellent written, oral communication, listening and telephone skills
• Strong troubleshooting skills
• Strong computer skills with a proficiency of Web and Microsoft Office Suite
• Previous help desk experience is desired
• Bachelors degree preferred

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Equal Opportunity Employer

Kronos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.