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Technical Support Engineer

Location:

Bracknell - Bracknell Forest - United Kingdom

Function:

Customer Service/Support

Ref #:

201703343
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Description

Kronos is the global leader in delivering workforce management solutions in the cloud. Tens of thousands of organizations in more than 100 countries — including more than half of the Fortune 1000® — use Kronos to control labour costs, minimize compliance risk, and improve workforce productivity. Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.

Headquartered in Lowell, Massachusetts, Kronos employs more than 5,500 people worldwide. Kronos is an equal opportunity employer.

About the role


• Provide technical support services on the use of Kronos multi-tenant cloud based Time and Labor applications.
• Communicate effectively to both technical and non-technical individuals at various levels internally and externally.
• Provide expertise as the internal escalation point for infrastructure and technology issues related to the Kronos application and hosted Services environment.
• Work with Engineering to log bugs & troubleshooting requests as related to the product suite and environment challenges.
• Work with Hosting Operations to identify and resolve issues in the environment.
• Use Salesforce service Cloud to record the details and solution of cases for future reference. Close cases in a timely manner once completed. Ensure customer records are kept up to date.
• Make use of internal knowledge base, documentation and other information sources to help solve problems and contribute new information to those systems for future reference by others.
• Alert support management of any situation trends: for example: multiple calls from same customer, repeating faults that lead to repeated fixes, etc.
• Maintain the highest possible level of expertise in applications, technologies and products associated with Kronos and Cloud Services.
• Create/improve Knowledge base entries using Salesforce Knowledge

Qualifications

• Bachelor’s Degree in a Computer Science/Information Technology or similar experience
• Demonstrable experience of providing customer service/support (application or technical ideally)
• Solid interpersonal skills to interface with customers and co-workers at different levels of seniority.
• Good standard of written and spoken English and professional telephone manner.
• Should have experience in requirements gathering for understanding customer problem and providing accurate and appropriate solutions.
• Incident and change management policy/procedures
• Flexibility for limited travel as needed (up to 10%)
• Experience with XML, JSON or Linux console a plus.
• Experience with any of the following technologies is a plus; Dell Boomi, Dynatrace, BIRT report development, Splunk log management, or Activiti workflow
• Second language skills a plus

#LI-PRIORITY

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! 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. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

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.