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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 #:

201700760
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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 is expected to deliver high quality, comprehensive technical support on Kronos Workforce HR and Payroll as well as other suite products to a variety of end users. This position requires strong written and verbal communication skills. Salesforce case notes must be kept up to date and accurately record a defined problem statement, 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 domain expertise be constantly updated for adherence to service level commitments, customer expectations, and the changing technology landscape.

Principal Responsibilities:
- Develop in-depth product knowledge on Kronos Workforce HR and Payroll.
- Leverage HR and Payroll domain expertise to provide optimum solutions - 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 Level II support issues and respond appropriately to multiple critical situations.
- Research application questions by setting up scenarios and testing the application.
- Trouble shoot, analyze and solve interface issues
- Trouble shoot web and database server communication and configuration issues
- Trouble shoot, analyze and solve complex customer issues
- Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solutions.
- Author knowledgebase articles

Qualifications

Qualifications:
- Bachelor’s Degree or equivalent experience
- Minimum of 2 years’ experience as a Payroll Processor working for a large employer and/or in a payroll support environment
- Knowledge of client/server and/or Web Based technologies preferred
- Knowledge of SQL relational database management systems preferred
- Experience and demonstrated ability in conflict resolution and customer service techniques

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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.