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Technical Support Engineer- Payroll Services

Location:

Lowell - Massachusetts - USA, Maitland - Florida - USA

Function:

Customer Service/Support

Ref #:

20190003627
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Description

The KPS Operations Support role delivers comprehensive, high-quality support for our Kronos Payroll Services (KPS) clients. The Operations Support Representative is expected to deliver high-quality support utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

This role is expected to assist clients with maintenance and process within the Payroll Services module of the Kronos application, as well as provide support for tax, payroll submission, period-end processing and delivery issues and questions reported by clients, as well as items originating from our Payroll Services team that require client action. The types of cases the KPS Operations Support team member will handle include inquiries regarding amended tax returns, payroll funding, check delivery, tax updates, bank account changes, ACH returns and other inquiries specific to the Kronos Payroll Services offering.

• Utilize Payroll/KPS knowledge and experience to resolve difficult problems submitted by end users while exercising sound problem-solving and troubleshooting abilities.
• Ability to research problems independently and identify root cause of issues.
• Provide timely, accurate and complete responses to all inquiries.
• Utilize Salesforce to accurately record all activity for each case handled.
• Routing of cases to other team members where applicable and following up to ensure final resolution is provided in a timely manner.
• Consistently and effectively communicating with management to ensure issues are escalated and resolved.
• Ability to work both independently and as part of a team, as well as to collaborate effectively across other teams within the KGS and KPS organizations.
• Phone support during regularly scheduled support shifts.

Qualifications

The right person for this position will have domain knowledge in Payroll and Payroll Taxes. The role will require the KPS Operations Support Representative to assist customers with the use and usability of our application specific to Kronos Payroll Services. The ideal individual will have the qualifications listed below:

• 5+ years of experience using Payroll and/or Payroll Tax applications or related experience preferred
• Successful client service experience with a proven track record of customer satisfaction
• Strong troubleshooting skills
• Exceptional organizational, time-management and planning skills with strong attention to detail
• Excellent written, oral communication, listening and telephone skills
• Strong computer skills with a proficiency of Web and Microsoft Office Suite
• Previous help desk experience is desired
• Bachelors degree 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.