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Senior Technical Support Engineer/Analyst - Late Shift

Location:

Lowell - Massachusetts - USA, Remote - - None

Function:

Customer Service/Support

Ref #:

20200014179
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Description

The Technical Support Engineer will provide expertise as the internal escalation point for support for infrastructure and technology issues related to the deployment of the Kronos application in the hosted Kronos Private Cloud.

Other responsibilities will include the following customer/site related tasks:
• Troubleshoot, analyze and solve complex customer issues
• Understand and configure software interfacing products
• Effectively communicate product issues to the customer & Kronos engineering enabling timely solution while maintaining customer satisfaction.
• Provide technical expertise to conduct specific performance or functional tests associated with resolving performance issues regarding Kronos applications
• Create and conduct training and/or knowledge sharing sessions to enhance team performance
• Provide mentorship and assistance with issue resolution to fellow team members when needed
• Integrate the KCS methodology into the diagnostic, resolution and documentation phases of casework; Responsibilities include accurate use and linkage of existing articles in case resolution, editing existing content when appropriate, and creating new content as necessary
• Late Shift - 11am-8pm EST
• On call availability if needed

Qualifications

Please note: We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for these specific positions.

• Bachelors Degree in a Computer Science or similar training required
• 5+ years of Customer Service experience, preferably with a background in enterprise software support
• Advanced working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms
• Experience supporting or using Kronos products, in Windows and/or UNIX environments
• Database experience with MS SQL and Oracle platforms, and the ability to configure database servers to support Kronos installations, including creating required table spaces, security, and performance tuning parameters
• Previous SQL scripting, system administration, and network administration experience a plus
• Ability to document complex technical cases and communicate requirements both verbally and in writing
• Ability to manage multiple tasks independently and successfully with little or no direct supervision

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.