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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 #:

201700702
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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

The Technical Support Engineer IV is expected to deliver quality, comprehensive technical support on Kronos Integration products to a variety of end users across diverse industries.

As an Integration product specialist, he or she is expected to develop their product knowledge through training, documentation use and hands on customer case experience.

Technicians must exercise independent judgment in methods, techniques and evaluation criteria for obtaining results and may act independently to determine methods and procedures on new or special assignments.

This position requires strong troubleshooting skills, the ability to clearly isolate product anomalies and strong written and verbal communication skills. Salesforce Service Cloud case notes must be kept up to date and accurately record problem statements, troubleshooting efforts, results and next steps with timeframes to be taken, along with actual time worked.

He or she is expected to utilize outstanding customer service skills and techniques that promote customer satisfaction and retention.

This position requires that technical skills and process knowledge be constantly updated for adherence to service level commitments, customer expectations, and the changing technology landscape.

This position requires good time management skills. Interaction with the Integration Product Specialist team is encouraged in order to properly recognize when issues need to be passed to the next level of support.

•Develop and maintain an in-depth product knowledge on Kronos Integration related products.
•Develop a solid base of general product knowledge on Kronos Workforce Central Suite products and other additional designated modules
•Utilize his/her technical ability to prioritize support issues and respond appropriately to multiple critical situations.
•Provide expertise as the internal escalation point for support of Workforce Integration products
•Research application questions by setting up environments, scenarios and testing the application.
•Trouble shoot, analyze and solve as well as document complex customer issues.
•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.
•Log product deficiencies in Kronos defect tracking system and work with engineering to pursue acceptable resolutions.
•Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications.
•Effectively communicate product issues to the customer and Kronos engineering enabling timely solution while maintaining customer satisfaction.

Qualifications

•Bachelors Degree in a Computer Science or similar training required.
•Minimum of 3 years of Customer Service experience, preferably with a background in enterprise software support.
•Excellent oral, written and presentation skills.
•Experience with SQL queries including evaluating and writing store procedures and custom views.
•Experience with XML is a plus.
•Knowledge and understanding of computer system applications.
•Must be well organized, flexible and able to manage many details and staff members in a sometimes-stressful environment simultaneously.
•Must be able to prioritize tasks and foster a team atmosphere in a busy technical support environment.
•Work well in a fast paced time sensitive environment
•Experience with the Workforce Integration Manager, Workforce Connect, Workforce Application, WFSO, Activities, or Leave and Attendance is a plus.
•Experience with Dell Boomi and Graphical Programming Language 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.