Skip to content

Careers

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

Technical Support Engineer

Location:

Mexico City - MX - Mexico

Function:

Customer Service/Support

Ref #:

2019001174
Apply >

Description

The Technical Support Engineer delivers comprehensive, high quality support on Kronos Workforce Central software and hardware products. On this fast-paced team, the engineer will need to exemplify outstanding customer service skills as well as troubleshooting skills. The Technical Support Engineer will have a passion for problem solving, technology, and helping others to promote an amazing customer experience.

• Utilize his/her technical ability to prioritize issues and respond appropriately to multiple customer situations
• Effectively communicate solutions, configurations and product behaviors to the customer and Kronos engineering enabling timely outcomes while maintaining customer satisfaction
• Responds to customer service inquiries regarding company products, features and/or services
• Researches, documents and communicates recurring technical issues; May facilitate and coordinate Returned Material Authorization (RMA) as necessary
• Provide multiple levels of escalated support based on the complexity of the technical issue
• Deliver timely solutions to customers while maintaining customer satisfaction
• Provide significant transfer of Kronos product knowledge to Kronos customers
• Research application questions by setting up scenarios and testing the application
• Analyze customer configurations and think outside of the box to resolve and/or workaround issues
• Understand and utilize best practices around KCS methodology, search to existing documentation, and author/modify knowledge base articles as required
• Learn and follow best practices for documentation, communication and coordination with management, peers and cross-functional teams
• Able to consistently learn new technologies and applications on an on-going basis
• Troubleshoot, analyze, document and resolve complex customer issues

Qualifications

• Bachelor’s Degree in a Computer Science or similar training desired
• 3-5 years of Customer Service experience, preferably with a background in enterprise software support
• Excellent bi-lingual oral, written and presentation skills. (Spanish and English, Portuguese 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
• Kronos Workforce Central experience a plus
• Working knowledge of PC's, operating systems, web technologies, communications protocols, and an ability to troubleshoot complex technical problems on multiple platforms
• Previous use of Powershell SQL scripting and database experience with MS SQL and Oracle platforms a plus
• Experience and demonstrated ability in conflict resolution and customer service techniques
• 2-3 years of experience working in Software as a Service (SaaS) environments is preferred


#LI-POST

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.