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Technical Support Engineer/Specialist - TeleStaff

Location:

Irvine - California - USA, Lowell - Massachusetts - USA, Remote - - USA

Function:

Customer Service/Support

Ref #:

20210015013
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Description

Working in a live-call support environment, the Triage Technical Support Engineer assists Kronos customers with hardware/software issues on our Workforce Telestaff solution. The Technical Support Engineer is expected to deliver high quality support utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention.

Add a personal touch to the support engagement
• Review/assess technical situation and establish case priority/severity in accordance with the service level agreement
• Research support cases, knowledge bases/repositories, user/administrator manuals, and Internet resources in an effort to deliver technical solutions
• Manage case-load in adherence to departmental goals/policies
• Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interaction details
• Work individually and with a team to solve technical problems while communicating trending issues and best practices
• Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment
• Late shift and on call availability if needed

Qualifications

• At least 2 years of Workforce Dimensions or Workforce Central experience
• BS/BA or in Computer Science
• 2-5 years of technical support experience
• Understanding of operating systems, networking technologies/protocols, and software applications
• Familiarity with Sybase ASA, MS SQL, and PostgreSQL relational database management systems and related scripting
• Ability to deliver superior customer service
• Sound analytical and organizational skills
• Excellent oral/written communication skills

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.