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Services Support Specialist

Location:

Indianapolis - Indiana - USA, Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

20200011608
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Description

The Services Support Specialist (SSS) will be responsible for facilitating Short Order processing. A Short Order is a service request from a customer that falls outside of an existing engagement. The Services Support Specialist will be the customer’s guide in completing the process from the initial request through the assignment of the Services delivery team.

Position Expectations and Duties
• Manage the Salesforce queue of open requests
• Contact the customer to categorize the type of assistance requested, such as configuration or product enhancement, integration, custom report, etc.
• Obtain supporting documentation from the customer to refine the specifics of the request
• Route the vetted and comprehensive request to the appropriate Kronos Subject Matter Expert (SME) to obtain scope and quote parameters
• Organize communication between the SME and the customer, if additional information is needed
• Compile a Professional Services Work Order (PSWO), based on the feedback from the SME
• Deliver the PSWO to the customer and facilitate execution
• Submit the PSWO for internal processing and ensure that all documentation that was received during discovery is uploaded to SharePoint for hand-off to the delivery team
• Facilitate the customer introduction to the delivery team’s Project Manager

Qualifications

• 1 plus years professional corporate experience in a customer focused business environment required with Kronos product background a plus
• Bachelor's Degree preferred
• Experience in workforce management, human capital management, human resources, labor management experience preferred
• Strong written and verbal communication skills
• Exceptional organizational aptitude and customer service mindset
• Proficient in Microsoft Word and Excel
• Salesforce experience strongly preferred
• Business Writing experience 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.