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Technical Support Engineer

Location:

Bracknell - Bracknell Forest - United Kingdom

Function:

Customer Service/Support

Ref #:

20210015908
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Description

Due to growth in our team, we are seeking a Technical Support Engineer

Our Engineers delivers a comprehensive, high-quality support to end users on Kronos Workforce Timekeeper, Dimensions and HCM products utilising outstanding customer service skills and techniques that promote customer satisfaction. Working on various levels of complexity issues from usability to infrastructure and network diagnostics, this position benefits from experience of working in a SaaS or cloud hosted environment as well as working closely with third line or engineering support.

Responsibilities:
• Develop and maintain an in-depth product knowledge on Kronos Workforce Central and Workforce Dimensions related products and modules
• Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
• Resolve escalated issues from Tier 1 Support and the ability to research problems independently and identify root cause of issues using problem solving skills
• Timely, accurate, and complete responses to inquiries and full documentation of issues in Salesforce ticket system. Consistently and effectively communicating with management to make sure issues are escalated and resolved
• Effectively communicate product issues to the customer & Kronos engineering enabling timely solution while maintaining customer satisfaction. Document complex customer issues through Knowledge Base
• 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 JIRA 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
• Work directly with the Kronos Cloud teams on infrastructure and performance related issues
• Provide coverage for standard and late shift patterns (late shift 11:30 – 20:00) and weekend coverage on an ongoing rotational basis

Qualifications

The role will require the Technical Support Engineer to assist customer with the use and usability of our application. They will need to troubleshoot and resolve issues while providing exceptional service.

• Experience in a Support, Consultancy or similar service role within Time & Attendance, Payroll and/or Human Resources solutions
• Working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms
• Excellent analytical and problem-solving skills.
• Exceptional organizational, time-management and planning skills with a strong attention to detail needed
• Excellent written, oral communication, listening and telephone skills
• Bachelor’s degree or equivalent in Computer Science or related field with 3 plus years experience in enterprise software\application support
• Knowledge of SQL scripting and database experience with MS SQL and Oracle platforms
• Experience with any of the following technologies is a plus but not required; Dynatrace, BIRT report development, Splunk log management, WireShark, Fiddler
• Experience in providing European language support would be an advantage

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


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Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.