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Bilingual HR/Workforce Management Technical Support Specialist - Montreal region

Location:

Montreal - Quebec - Canada

Function:

Customer Service/Support

Ref #:

20210015186
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Description

Please know that this position is 100% work from home till around Spring 2021 due to Covid and that we are are considering candidates from the Montreal region only. Around Spring 2021 our new Montreal office will be located close to "Marché Central" in Montreal (Sauvé/Crémazie metro - 555 Chabanel West)

Kronos merged with another Human Resources/HCM software company, Ultimate Software last April and we are now 12,000 employees worldwide : we are now UKG. !

The main responsibility of the HR/Workforce Management - Technical Support Specialist is to provide rapid and efficient after sales technical support to our clients for the use and understanding of the UKG Workforce Central platform. The Technical Support Specialist ensures customer satisfaction and collaborates namely with the development team and the maintenance team and reports to the local Manager, Product Support.

Major Tasks:

- Provides technical support (via telephone and e-mail) for software use and troubleshooting, including assistance during the production cycle
- Systematically enters all calls and emails from customers in the call tracking software
- Investigates and analyzes the inquiry, namely by reproducing the problem reported by the customer to fully understand it
- Manages and follows-up on customers’ problems or inquiries in a timely manner
- Works in conjunction with the maintenance and testing teams to resolve customer problems
- Ensures that the call tracking software is up to date
- Provides continuous feedback to customers
- Participates in conference calls with customers
- Participates in the system testing of the software
- Reads and reviews product documentation such as release notes
- Assists with the development and the implementation of procedures, methods and tools to improve customer satisfaction
- Stays aware of trends and developments in the software customer support industry and uses this knowledge to propose improvements in the way UKG support is offered and provided.

Qualifications

- DEC or Bachelor Degree in Computer Science or the equivalent
- +3 years experience in a customer service/help desk role in the software industry (experience in the Human Resources or Workforce Management field, a great asset)
- Database experience with MS SQL and Oracle platforms, and the ability to configure database servers to support UKG/Kronos' installations, including creating required table spaces, security, and performance tuning parameters
- Previous SQL scripting, system administration, and network administration
- Bilingualism (English/French) with excellent written and oral English communication skills
- Knowledge of MS-Office, Windows operating system, Help Desk, e-mail and web technologies, as well as Cloud are strong assets
- Strong problem analysis and resolution skills
- Team spirit, result-oriented, with a strong customer focus
- Exercises good judgment when dealing with customers and their issues.

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, 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 KronosCareers@kronos.com or please call 1 (978) 250 9800.