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Technical Support Engineer/Specialist in Lowell MA (4 years customer support experience)

Location:

Boston - Massachusetts - USA, Lowell - Massachusetts - USA

Function:

Customer/Technical Support

Ref #:

20210016358
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Description

The Technical Support Engineer's primary role (4+ years experience in customer support) is to deliver high quality, world class technical support on Kronos Suite of products to a variety of end users. As a member of our Workforce Dimensions Application Support, TSE's will provide support to our SaaS customers by accepting, troubleshooting, and resolving casework s for issues related but not limited to: Workforce Dimensions Application as well as the infrastructure that delivers it.

Essential Skills:
• Develop in-depth product knowledge on Kronos Workforce Dimensions Product and learn how to recognize & effectively troubleshoot the different focus areas of the Application
• Research application questions by setting up scenarios and testing the application
• Troubleshoot, analyze and solve complex customer issues utilizing documentation, knowledge base, bug tracking system and senior team members
• Replicate customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
• Analyze customer configurations and think "outside the box" to resolve and/or find an appropriate alternative solution
• Fully document all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications
•Available for On-Call service and available to work second shift as needed

Qualifications

•Bachelor’s degree or equivalent
• 4 plus years’ experience in customer support working with enterprise size applications and client/server and/or Web Based technologies preferred
•Working knowledge of PC's, operating systems, web technologies and a demonstrated ability to troubleshoot complex technical problems
•Knowledge of SQL scripting and database experience with MS SQL and Oracle platforms is a plus as well as Json, XML, Java, Dell Boomi and API
•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

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, a UKG Company 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 UKGCareers@ukg.com or please call 1 (978) 250 9800.800.