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Manager, Product Support

Location:

Lowell - Massachusetts - USA, Remote - None - None

Function:

Customer Service/Support

Ref #:

201703223
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Description

Position Summary:
Manage a technical team of approximately 10-15 support engineers chartered to provide support services to Kronos' HR & Payroll customer base. The support engineers will be located both in local and remote offices.
• Oversee a support team that provides expert level of support for the application in a fast paced, high volume environment
• Engage with Kronos Professional Service teams and facilitate issues concerning implementation projects
• Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to ensure customer and employee satisfaction
• Provide high level customer satisfaction to Kronos customers; Keen interest and awareness to detail when responding to customer support issues
• Manage and facilitate satisfactory resolutions to customers’ service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
• Manage daily operations to include metrics to develop action plans and manage to key technical support metric targets; Forecast staffing resource requirements based on volume and daily dynamics
• Ability to measure Support Engineer productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management; Prepare and present performance reviews for assigned Support Engineers
• Prepare and implement enhancements within the technical support center given company philosophies and direction; Develop and execute programs targeted at maintaining a highly motivated workforce
• Participate in interviews and hiring processes
• Candidate must be willing to participate in on-call rotation for management assistance in customer escalations that occur overnight and on week-ends; The typical rotation is 2-3 times per year

Qualifications

• Excellent interpersonal and motivational skills with the ability to function and lead in a highly collaborative, team environment
• Excellent customer service skills and strong dedication to customer service
• Exhibit leadership qualities through collaboration and empowerment
• Ability to manage conflict situations constructively
• Can multi-task and prioritize projects, manage time, and practice detail oriented organizational skills
• Minimum 2-4 years management or supervisory experience
• Knowledge of HR and/or Payroll is strongly 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.