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Transcend the day-to-day work experience. Work inspired.

Technical Support Engineer/Rep II

Location:

Lake Mary - Florida - USA

Function:

Customer Service/Support

Ref #:

201701402
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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. 

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. 

Description

Help Desk Support Representative – Full time
This is a full time position Monday-Friday 8am-5pm. Once fully trained, the opportunity for schedule rotation may be offered, based on the needs of the organization. Second or third shift differential will be added to the base wage rate according to the shift scheduled, and could include some overnight shifts.

Corporate Overview:
Kronos is the global leader in delivering workforce management solutions in the cloud. Tens of thousands of organizations in more than 100 countries — including more than half of the Fortune 1000®— use Kronos to control labor costs, minimize compliance risk, and improve workforce productivity. Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.

Headquartered in Lowell, Massachusetts, Kronos employs more than 5,000 people worldwide. Kronos is an equal opportunity employer.

Summary:
Resolve user problems and questions with Kronos Workforce Central software and Kronos hardware, as well as troubleshooting remote access and network connectivity related to the product by performing the following duties.

Duties:
• Answer, evaluate, and prioritize service requests received via telephone, voicemail, and e-mail and ensure timely resolution/referral of user issues by documenting the impact to the user and assigning the appropriate priority and resolution goal.
• Provide front line technical support for the Kronos Workforce Central suite of applications by performing diagnostics and collecting information from end users.
• Isolate performance issues to determine cause of hardware malfunctions
• Resolve remote access, printing, and network connectivity issues to the Kronos software.
• Log and track calls using problem management database, and maintain history records and related problem resolution in knowledge management database for future reference.
• Maintain accuracy of help desk database
• Answer customer questions on the use of Kronos applications where applicable to their business issues and objectives using documented procedures, available tools, and personal knowledge and skills.
• Effectively negotiate product issues between customer, support, and engineering.
• Collaborate with team members to resolve more complex issues and escalate long running calls to management in a timely fashion to maintain SLA compliance.
• Analyze and evaluate incident reports for trends and make recommendations to reduce help desk incident rate through customer training.

Qualifications

Qualifications:
• Bachelors Degree in a Computer Science or similar experience required.
• Strong customer service skills.
• Knowledge and understanding of computer system applications and databases.
• Excellent oral and written communication skills. Must be well organized, flexible and able to manage many details in a sometimes-stressful environment simultaneously.
• Must be able to prioritize tasks in a busy technical support environment.
• Secondary language skills a plus.
• Knowledge of retail scheduling a plus.
• Adaptable self-starter that possesses the ability to quickly learn new processes

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.