HRIS Customer Support Specialist

| Remote
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Are you ready to plant roots and grow with a Denver-based company that is making a name for themselves? If so, we here at Wurk want to meet you! Wurk is the cannabis industry’s first all-in-one workforce management solution. We’ve created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect the people and businesses of the cannabis industry so they can focus their energies on making social change in the world in which we live.

A successful Technical Customer Support Specialist will deliver comprehensive, high-quality support of Wurk’s HRIS product line. On this fast-paced team, the Technical CSS will need to exemplify outstanding customer service skills as well as troubleshooting skills. The Technical CSS will have a passion for problem-solving, technology, and helping others to promote customer success.

What you’ll need to accomplish!

  • Within your first 30 days, you will learn the Wurk 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 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
  • 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 caseload in adherence to departmental goals/policies
  • Document 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 
  • 2+ years of Kronos Workforce Ready experience
  • Experience with running payroll and/or applicable systems knowledge
    (i.e. ADP, Paychex, or similar)
  • Knowledge of federal, state and local employer/employee tax laws and regulations
  • Experience with Salesforce Service Cloud or other Support ticketing systems
  • Understanding of operating systems, networking technologies/protocols,
    and software applications

What’s in it for you?

  • Work with one of the most amazing tech start-ups the industry has ever seen and be a part of an incredible team that’s going places and leading industry.
  • Apply your technical, project, and problem-solving skills to an evolving market
  • Work in colorful Colorado near the bustling heart of Downtown Denver and our gorgeous ballpark
  • Do you love dogs? So do we! (We’re dog-friendly!)
  • Collaborate with bright, fun, and goal-oriented teams in an open and lively environment
  • Reap the benefits of flexible PTO, and access to exciting industry events
  • Eligible to receive equity in Company
  • 1 Month Sabbatical after 4 years of employment

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

Ballpark is a lively area centered on Coors Field. Around the stadium, brewpubs and pizzerias mix with laid-back jazz clubs and rooftop bars.

An Insider's view of Wurk

What's something quirky about your company?

Wurk is great and quirky because we all get to learn a new industry and work with great prospects and clients while getting to know co-workers and participating in fun Wurk days like Ugly Sweater Day! Costumes are a seemingly regular requirement!

Angela

Strategic Account Executive

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.

Britta

People Operations Manager

How has your career grown since starting at the company?

They have empowered me and allowed me to support oncoming team members for success.

Lauren

Account Manager

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?

I love it here at Wurk thanks to all the PUPPIES! While the bring your dog to work days are great, my favorite part about Wurk is the amazing, smart, hilarious, and all around awesome teammates who are always an energizing force and a good source of comic relief day in and day out.

Lisa

Implementation Consultant

What are Wurk Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month, on occasion.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications
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