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Product Support Specialist

Location:

Remote - - The Netherlands

Function:

Customer Service/Support

Ref #:

20200012036
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Description

Due to retirement, we have an rare opportunity in our Technical Support Team.

This role responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.
• Develop an in-depth product knowledge on Kronos products
• Leverage Workforce Management ( Time & Attendance, Access control, HR,.. ) domain expertise to provide optimum solutions
• Analyze, research and troubleshoot to solve complex customer issues
• Use and contribute to on line product knowledge base in order to resolve issues quickly
• Demonstrate ability to multi-task in order to prioritize support issues and respond appropriately to multiple critical situations
• Manage case load and accurately document defined problem statements, troubleshooting efforts, results, next steps and resolution
• Develop a general product knowledge on Kronos Workforce products and other additional designated module

Qualifications

Ideally you have following background or expertise:

• You are a team player, who participates actively in solving issues with and for others. You have a empathic and enthusiastic personality and you can muster the flexibility to work in an international and multi-cultural environment. You are deeply customer and service-oriented. Serving customers, partners and colleagues according to service level agreements is your thing.
• You are a well organized person and you get things done. You are a real trouble-shooter. You possess a sense of urgency, and a feeling for setting priorities and correctly balancing your time in solving issues of various kinds and origins.
• You are a good communicator and you know how to share your ideas with your co-workers. You like to work with people, you use the available resources but you still strive for self-reliance.
• You are trilingual (French/Dutch and English).
• Once started with us, you will have an exhaustive training on our products, both from the point of view of a user and of a support person.
• A previous experience in a similar function within the software industry is an asset. You know how to handle the workload, including the occasional peaks.
• Prior experience in hardware troubleshooting based on clear procedures and spare parts (isolation, connectivity issues) will be an asset as well. This however represents only a very small percentage of the attribution.

Other required skills & competencies

• Bachelor or masters degree
• Strong analytical and problem solving skills.
• Conceptual understanding of relational databases.
• Fully proficient in Microsoft Office, especially Word and Excel.
• Knowledge of SalesForce is an asset

#LI-PRIORITY

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

Equal Opportunity Employer

Kronos 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.