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Technical Support Engineer/Specialist

Company: Kronos
Location: Lowell
Posted on: September 13, 2020

Job Description:

Location: Lowell - Massachusetts - USA Function: Customer Service/Support Ref #: Description The Technical Support Engineer delivers comprehensive high quality telephone support on Kronos SMB software and hardware products. The Technical Support Engineer is expected to deliver high quality support utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end user support for the Workforce Dimensions Product - Help Desk support of assigned cases including outbound call backs, e-mails and support tickets - Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem solving abilities; Timely, accurate, and complete responses to inquiries - Understands and possesses solid problem solving and troubleshooting techniques to efficiently validate/escalate customer issues and demonstrates awareness of Key Performance Indicators and personal metrics and their impact on service level agreements - Demonstrates ability to effectively set and manage internal/external customer expectations - Effectively manage stress with the proven ability to handle difficult customer situations while remaining positive and customer-focused - Must possess good organizational skills and the Ability to work both independently and as a part of a team - Consistently and effectively communicating with management to make sure issues areescalated and resolved - Late Shift and On Call availability if needed Qualifications - Experience using Time & Attendance, Payroll and/or Human Resource applications or related experience helpful but not required - Strong troubleshooting skills - Familiarity with TCP/IP, Oracle/ SQL, Web Technologies (HTTP, Java, Databases (Postgres/Cassandra) Redis/OpenAM) a plus - Exceptional organizational, time-management and planning skills with a strong attention to detail needed - Excellent written, oral communication, listening and telephone skills - Strong computer skills with a proficiency of Web and Microsoft Office Suite - Previous help desk experience is desired - 4-year college 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 .

Keywords: Kronos, Lowell , Technical Support Engineer/Specialist, Engineering , Lowell, Massachusetts

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