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

Technical Support Engineer/Specialist III

Location:

Indianapolis - Indiana - USA, Lowell - Massachusetts - USA, Orlando - Florida - USA

Function:

Customer Service/Support

Ref #:

201702187
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Description

The KPS-Operations Support role delivers comprehensive high-quality telephone support for our Kronos Payroll Service (KPS) clients. The Operation Support role 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 support cases and tasks specific to Payroll Services.
-The role will provide support for issues and questions reported by clients and also for those items originating from our payroll services team, that require client action. -The type of cases the KPS Operations support role will handle will include inquiries regarding tax rate change, amended tax returns, funding, check delivery, quarter-end balancing and reconciliation and other inquires specific to the Kronos Payroll Services offering.
- Use of Payroll/KPS knowledge and experience to resolve difficult problems submitted by end-users while making use of problem solving abilities.
- Ability to research problems independently and identify root cause of issues using problem determination skills.
- Timely, accurate, and complete responses to inquiries.--Use of Salesforce to accurately record all activity for each case handled.- Routing of cases to other team member where applicable and following up to ensure final resolution is provided in a timely manner.
- Phone support during regularly scheduled phone shifts.
- Consistently and effectively communicating with management to make sure issues are escalated and resolved.
- Ability to work both independently and as a part of a team.

Qualifications

The right person for this position will have domain knowledge in Payroll and Payroll Taxes. The role will require the KPS Operations Representative to assist customers with the use and usability of our application specific to our Kronos Payroll Service.

- 5 plus years of experience using Payroll and/or Payroll Tax applications or related experience
- Strong troubleshooting skills
- Exceptional organizational, time-management and planning skills with a strong attention to detail needed
- 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
- 4-year college degree preferred

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! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, 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 the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

 

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

 

Kronos is an Equal Opportunity Employer.

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.