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

Technical Support Engineer/Specialist

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

201700397
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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! 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.

Description

In this Senior Technical Support Engineer role you will delivers comprehensive high quality technical support on Kronos Workforce Central software to Kronos’ internal and external customer base. As a member of the team you are expected to develop your product knowledge through training, testing, working with peers and experience with customer issue. You are to deliver world-class technical and application support that promotes customer satisfaction and retention.
Responsibilities:
•Develop in-depth product knowledge of Kronos 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
•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 applications.
•Recreating, tracking and verifying product deficiencies in Kronos 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.
•Mentor, train and educate engineers on technical subject matter and problem solving skills
•Author and modify knowledgebase articles in Salesforce Knowledge.

Qualifications

•Bachelor’s degree or equivalent in Computer Science or related field with 5 plus years experience in customer support working with client/server and/or Web Based technologies.
•Working knowledge of PC's, operating systems, web technologies and demonstrated ability to troubleshoot complex technical problems. Strong knowledge of SQL scripting and database experience with MS SQL and Oracle platforms.
•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.

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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.