customer technical support jobs in st louis mo united states

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Building strong partnerships with all key customer contacts, while providing exceptional customer service. Accountable for customer escalations by gathering the appropriate cross functional resources and tracking each issue to timely resolution (Garnishments, Benefits, etc) Leads customer conference calls to address service issues, projects, open tasks and payroll inquiries. Builds and maintains strong peer relationships within the team, other Managed Services functional areas, and across the organization. Payroll Processing Subject Matter Expert (SME) supporting escalated questions the Payroll team has about payroll and provide best practice guidance for products, processes and services. Confirms and validates all MS payroll processing and adheres to SSAE16 requirements and is accountable for compliance of each task performed. Leads Year End/Quarter End conversations and processes with customers. Also acts as a primary leadership contact for customer emails NOT related to payroll processing. Applies best practices and alternatives to improve processes and services. Manages Customers with high complexity, difficulty, and/or higher revenue. Supports Payroll Lead 1 by teaching, mentoring, and troubleshooting Supports the team by driving areas for process improvement, team engagement, and account management. At least 4 years of processing payroll using UKG Ready Domain knowledge (UKG Ready, SaaS, Payroll/HR software providers) Ability to travel up to 25% Prior experience working independently, with guidance in only the most complex situations Proven ability to build relationships and work collaboratively with both internal and external customers Proven effectiveness in dealing with difficult client situations Highly organized with exceptional follow through; former project management work a plus Strong customer service experience, positive attitude, and passion about client satisfaction Highly professional business acumen that can maintain a leadership presence Excellent oral and written communication skills Highly organized with strict adherence to deadlines Proficient multitasker, works well under pressure Ability to deal effectively with a diverse set of individuals at all organizational levels in difficult and/or sensitive situations Quickly and easily adapts to change and shifting priorities with enthusiasm. 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And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose -- a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose -- people --then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you. About the Team Our Customer Value Advisory organization at UKG is on a mission to help our customers discover and realize quantifiable value from their investments in UKG solutions. Within this group, the Data Science team serves as both technical experts and data innovators, creating data-driven insights and tools that differentiate UKG in the market. We blend deep domain knowledge of Workforce Management (WFM) and Human Capital Management (HCM) with advanced analytics and machine learning to: Enable our UKG colleagues to demonstrate ROI and business impact using real customer data. Build datasets and models that unlock meaningful benchmarks for customers across industries. Collaborate with Product teams to integrate data insights directly into our solutions. Partner with Sales and Go-to-Market leadership on high-visibility, strategic accounts, and industry thought leadership opportunities. Balanced Focus: Expect a mix of technical deep-dives and big-picture thinking. Our culture values innovation and precision in data science, as well as understanding the broader business context. We love solving complex technical problems and seeing how those solutions drive customer success. Our Data Science team is essential in establishing and expanding UKG's data moat, leveraging UKG's unique market position to develop powerful data-driven insights that set us apart from competitors. About the Role As a Lead Data Scientist in the Customer Value Advisory organization, you'll be the primary driver of our data initiatives, ensuring that UKG remains at the forefront of analytics innovation in WFM and HCM. In this role, you will: Design and build data pipelines and predictive models using Python, SQL (BigQuery), and the latest AI models with Google Cloud Platform. Engineer new data sources by collaborating cross-functionally to identify, ingest, and unify multiple datasets, unlocking advanced analytics and deep customer insights. Create and refine machine learning and AI models that power real-world applications such as customer churn prediction, ROI modeling, and market benchmarking. Lead projects end-to-end by defining objectives, managing timelines, and delivering robust solutions that demonstrate tangible value for our customers and internal stakeholders. Mentor and guide other data scientists, sharing best practices in coding, model development, and stakeholder engagement. Collaborate and consult with Value Consultants, Sales Engineers, and other Go-to-Market teams to ensure our data products accurately showcase the business value of UKG's offerings. Provide expert support for strategic and ad hoc deal requests, including high-visibility presentations and direct or indirect customer-facing engagements. Technical & Business Balance: Comfortable building technical solutions (writing code, querying databases) and interpreting the results for a business audience. You can think through the technical details while keeping in mind the bigger picture and business value. About You Basic Qualifications Undergraduate degree in a technical or quantitative field (e.g., Engineering, Computer Science, Mathematics, Physics) or equivalent experience. 5+ years Proven experience in data engineering, data science, or a related discipline, with a track record of building, deploying, and maintaining analytical pipelines and predictive models. 3+ years Proven Proficiency in SQL and Python for data manipulation, transformation, modeling. Preferred Qualifications Experience with cloud platforms such as Google Cloud Platform (GCP) (or AWS, Azure, etc.) for data warehousing, model deployment, or analytics at scale. Familiarity with advanced AI/ML concepts, including NLP or generative AI. Exposure to real-world data projects (SaaS, HR, or workforce management environments is a plus). Leadership or mentorship background, guiding junior data scientists on project deliverables and professional development. Strong communication skills for explaining technical concepts and analytical insights to both business and technical stakeholders. Passion for WFM/HCM and a desire to leverage data science to drive measurable business outcomes. Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! Equal Opportunity Employer UKG is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment 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 under federal, state, or local anti-discrimination laws. View The EEO Know Your Rights poster UKG participates in E-Verify. View the E-Verify posters here. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. The pay range for this position is $126,300.00 to $181,550.00 USD, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. 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Trend Analysis: Conduct thorough market research and analysis to identify the macroeconomic trends impacting retail and map them to the challenges UKG solves and the value it delivers Collaboration: Work closely with cross-functional teams, including sales, marketing, product development, and customer success, to ensure alignment and successful execution of the industry strategy. Influence & Thought Leadership: Serve as a thought leader and industry expert, representing the company through written and spoken communication during sales cycles, at industry events, supporting demand creation, participating in industry associations, and representing UKG in media engagements. Customer Engagement: Build and maintain strong relationships with key customers and UKG stakeholders in the retail sector to understand customer needs and outcomes. This would be activated by your ability to recruit customers to develop success stories and develop a customer advisory board Innovation: Through your expertise and knowledge of the market increase the value of the UKG offering by tailoring our messaging to ensure it resonates with retail customers' unique needs and take back insights gained from your interactions with the market to influence the product road map and ecosystem strategy. Bachelor's degree in Business, Human Resources, or a related field Minimum of 10 years of experience in the retail industry working with significant experience managing store teams Strong critical thinking skills and demonstrated creativity. Exceptional communication and interpersonal skills that can create and nurture relationships with a wide variety of stakeholders. Understanding of Human Capital Management software and its applications in the retail sector. 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