Customer Support Specialist

| Greater Denver Area

A successful CSS will deliver comprehensive, high-quality support of Wurk’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.

What’s in it for you?

  • Work with one of the most amazing tech start-ups in the industry since the interwebs started in the late 90’s
  • Be a part of an incredible team that’s going places and leading an industry, located in colorful Colorado
  • Apply your technical, project, and problem-solving skills to an evolving market
  • Reap the benefits of Health, Dental & Vision plans, unlimited PTO, access to exciting industry events, and working with smart, collaborative peers

What you’ll need to accomplish!

  • Within your first 30 days, you will learn the Wurk platform, learn 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 Wurk platform and complete your first support cases
  • Within 90 days, manage and close support cases assigned to you in compliance with Wurk’s SLA
  • Deliver timely solutions to customers while maintaining customer satisfaction
  • Effectively 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
  • Manage case-load in adherence to departmental goals/policies
  • Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interaction details
  • Work individually and with a team to solve technical problems while communicating trending issues and best practices
  • Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment
  • Add a personal touch to the support engagement

What you’ll need to have!

  • 1+ years of customer support experience
  • BS/AS or equivalent experience
  • Understanding of operating systems, networking technologies/protocols,
    and software applications
  • Experience with running payroll and/or applicable systems knowledge
    (i.e. Kronos WFR, ADP, Paychex, or similar)
  • Knowledge of federal, state and local employer tax laws and regulations
  • Experience with Salesforce Service Cloud or other Support ticketing systems

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the 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.

Wurk is an Equal Opportunity Employer. Wurk does not discriminate on the basis of 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. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • KronosDatabases
    • MasterTaxDatabases
    • ConfluenceManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We're located in the Ballpark district with plenty of bars and restaurants nearby for easy lunch and happy hour events.

An Insider's view of Wurk

How does your team reward individual success?

At Wurk, we love to give credit where credit is due! We use Bonusly to recognize and reward each other at all levels of the organization. We then have a trophy that we present weekly to the person who received the most Bonusly points. It's an awesome way to continuously value each other.

Jen

Director of Customer Success

What does your typical day look like?

BUSY! But that is the beauty of a start-up there is so much opportunity to bring to the table.

Rebecca

Account Executive

How has your career grown since starting at the company?

I have been here over two months and I have had the opportunity to attend some very influential events. They have empowered me and allowed me to support oncoming team members for success.

Rebecca

Account Executive

How do you make yourself accessible to the rest of the team?

With our open office environment, it's easy to connect with the team and collaborate on projects. I encourage people to book time with me if they'd like to contribute to our marketing efforts or have questions about processes. We're fortunate to have approachable, friendly people that work hard while supporting each other.

Heather

Marketing Director

What’s the vibe like in the office?

Wurk has an exciting and enthusiastic vibe. Each member of the team is here because they want to be and because they are experts in what they do. It is inspiring and motivating to be a part of such a talented and intelligent team. I know when I come in each day I am part of a team of top performers working to protect the individuals and businesses

Chad

Business Development Manager

What are Wurk Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
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