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Customer Support Manager

Location:

Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

2019001208
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Description

Come join a talented, energetic, and innovative group, managing a support team chartered to provide exceptional support services to Kronos’ Workforce Ready customer base. Oversee support resources in providing exceptional customer product support and resolution in a fast paced, high volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.

• Manage a team of highly engaged individuals tasked with providing front line Product Support to our Workforce Ready customer base

• Provide high level customer satisfaction to Kronos’ Workforce Ready customer base to ensure current and future customer satisfaction by instilling confidence in Kronos’ corporate service organization

• Guide daily operations for the Workforce Ready Support Team including analyzing metrics, staffing shifts, meetings, training, myTime etc

• Manage and facilitate satisfactory resolutions to customer’s service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively

• Build and sustain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Support Engineers require for successful job performance

• Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences

• Offer and implement creative solutions within technical support. Collaborate and partner effectively with other Kronos departments, especially Kronos Engineering department

• Measure Support Engineer productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management

• Participate in the interview and hiring process as well as an on-call rotation

Qualifications

In this position, the Customer Support Manager is primarily responsible for a team of Application Support Engineers, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally this person will have domain knowledge in one or all of the following areas: Payroll, Time and Labor/Employee Scheduling, HR or Benefits

•Ideal candidates will have 3-5+ years’ experience coaching, developing and managing an enterprise application/technical support team of approximately 10 employees

•Excellent customer focus, interpersonal, motivational and managerial skills, including the ability to manage customer relationships and escalations successfully

•Effective time management, the ability to multitask and prioritize projects with the right level of precision

•HR, Payroll, Time and Labor and/or HCM domain experience preferred

•Bachelor’s Degree preferred

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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

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.