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Manager, Product Support

Location:

Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

201703497
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Description

Manage a support team chartered to provide support services to Kronos’ Workforce Ready customer base, Partner Channel and Implementation Specialists. Oversee support resources in providing fault isolation, problem duplication, and resolution in a fast paced, high volume environment. Manage dynamics of the daily operations by adjusting staffing schedules, projects, and training to insure customer satisfaction. Prepare and implement enhancements within the technical support center given company philosophies and direction.

Principal Responsibilities:
•Provide high level customer satisfaction to Kronos’ Workforce Ready customer base
•Keen interest and awareness to detail when responding to customer support issues
•Ensure future customer satisfaction by instilling confidence in Kronos’ corporate service organization by keeping commitments, providing timely follow-up, and giving accurate and concise assistance
•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
•Offer and implement creative solutions within technical support. Interface effectively with other Kronos departments, especially Kronos Engineering department, in order to provide total customer satisfaction
•Analyze metrics to monitor support quality/efficiency and develop action plans to drive continuous improvement
•Manage daily operations for the Workforce Ready support team, including staffing for phone / non-phone shifts, meetings, training, lunch hours, vacation / sick time. Identify and obtain the tools Support Engineers require for successful job performance
•Measure Support Engineer productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management
•Identify and resolve personnel issues constructively and quickly
•Prepare performance reviews and rating for salary merit increase for assigned Support Engineers
•Participate in the interview and hiring process

Qualifications

•Minimum of 5 years experience managing a technical support team of at least 10 employees.
•HR, Payroll and/or Time and Labor domain experience preferred.
•Bachelor’s Degree preferred.
•Excellent customer skills and dedication to customer service.
•Excellent interpersonal, motivational, and managerial skills include ability to manage conflict situations constructively.
•Exhibit leadership qualities and earn the respect this empowered position requires.
•Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.
•Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules.
•Promote customer goodwill through positive attitude, performance, and appearance
•Part of on call rotation

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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.