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Transcend the day-to-day work experience. Work inspired.

HCM Technical Support Engineer

Location:

Macquarie Park - New South Wales - Australia

Function:

Customer Service/Support

Ref #:

2019000485
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Description

Join us and you’ll be at the forefront of our service offering to our enterprise customers across diverse industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.

Your keen interest in information technology alongside your superior communication skills will provide you with the creative problem solving skills you’ll need to excel in this role. We offer a structured training plan, and long term development opportunities across our business.

Responsibilities include:
•Act as the primary support point for the assigned customer issue.
•Provide ongoing application configuration, interface, and other application technical tasks for existing Kronos Workforce Central customers.
•Identify root causes for reported customer issues and develop appropriate solutions to minimize customer down time and impact on customer’s business.
•Ensuring appropriate communications to all stakeholders on progress of issues or escalations.
•Negotiating timeframes for solutions implementation with clients and updating clients on progress during problem resolution.
•Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.
•Identifying more technical complex issues for escalation to more senior Application Support staff.
•Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume.
•Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
•Attending relevant product and skill courses.
•Establish customer satisfaction through meeting or exceeding customer SLA
•Provide standby, public holidays cover and after hour service as needed to meet business requirements.

Qualifications

Human Capitol Management domain experience
Technical support experience working with Web technologies and Client/Server technologies
Knowledge of SQL and/or Oracle.

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.