Skip to content

Careers

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

Technical Support Engineer/Spec III

Location:

Alpharetta - Georgia - USA

Function:

Customer Service/Support

Ref #:

201702286
Apply >

Description

Integrate the Kronos FMSI 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.

Technical Skills:
•Develop in-depth product knowledge on Kronos FMSI Workforce Products.
•Utilize your technical ability to prioritize support issues and respond appropriately to multiple critical situations.
•Manage difficult customer issues effectively and professionally, seeking help from management, as appropriate.
•Research application questions by setting up scenarios and testing the application.
•Trouble shoot, analyze and solve complex customer issues utilizing documentation, knowledge base, bug tracking system and support staff.
•Replicating customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review.
•Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution.
•Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos FMSI applications.
•Recreating, tracking and verifying product deficiencies in Kronos FMSI bug tracking system and work with engineering to pursue acceptable resolutions.
•Effectively communicate with customers regarding expectations for callbacks, interactions with development, and other open issues.
•Author knowledge base articles and/or produce on-line learning material.
•Is a strong team player
•Is willing to learn

Qualifications

Bachelor’s degree or equivalent in Computer Science or related field with 2 plus years experience in customer support working with enterprise size applications and client/server and/or Web Based technologies is desired.
•Working knowledge of PC's, operating systems, web technologies and a demonstrated ability to troubleshoot complex technical problems.
•Strong knowledge of SQL scripting and database experience with MS SQL and Oracle platforms is desired.
•Highly motivated with excellent written & oral skills; capable of producing comprehensive clear documentation. Possess strong organizational skills; and have the ability to work in a fast-paced, team environment.
•Demonstrated ability to be creative, flexible and work independently.
•Strong customer focus including satisfying internal and external customer demands and needs in a timely manner.
•Knowledge of Technical writing processes a plus.
•Have a good background in network concepts, and understands the basics of TCP/IP and HTTP communications.
•Has exposure to analyzing complex application issues.
•Available for On-Call service if required or as needed.

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. 

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.