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Job Details

Technical Support Engineer Specialist IV

Company name
Kronos Incorporated

Lowell, MA

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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. 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. \u2022Develop and maintain an in-depth product knowledge on Kronos Integration related products. \u2022Develop a solid base of general product knowledge on Kronos Workforce Central Suite products and other additional designated modules \u2022Utilize his\/her technical ability to prioritize support issues and respond appropriately to multiple critical situations. \u2022Provide expertise as the internal escalation point for support of Workforce Integration products. \u2022Research application questions by setting up environments, scenarios and testing the application. \u2022Trouble shoot, analyze and solve as well as document complex customer issues. \u2022Replicating customer scenarios for configuration \/environmental solutions and \/or readying the issue for engineering review. \u2022Analyzing customer configurations and thinking out of the box to resolve and\/or find a work around or alternative solution. \u2022Log product deficiencies in Kronos defect tracking system and work with engineering to pursue acceptable resolutions. \u2022Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications. \u2022Effectively communicate product issues to the customer and Kronos engineering enabling timely solution while maintaining customer satisfaction. Qualifications \u2022Bachelors Degree in a Computer Science or similar training required. \u2022Minimum of 3 years of Customer Service experience, preferably with a background in enterprise software support. \u2022Excellent oral, written and presentation skills. \u2022Experience with SQL queries including evaluating and writing store procedures and custom views. \u2022Experience with XML is a plus. \u2022Knowledge and understanding of computer system applications. \u2022Must be well organized, flexible and able to manage many details and staff members in a sometimes-stressful environment simultaneously. \u2022Must be able to prioritize tasks and foster a team atmosphere in a busy technical support environment. \u2022Work well in a fast paced time sensitive environment \u2022Experience with the Workforce Integration Manager, Workforce Connect, Workforce Application, WFSO, Activities, or Leave and Attendance is a plus. \u2022Experience with Dell Boomi and Graphical Programming Language a plus. Corporate overview You\u0092re empowered when you\u0092re a Kronite.\u00a0 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 \u0096 to live inspired. In fact, it\u0092s expected! You\u0092ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you\u0092re 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.\u00a0Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos\u0092 industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations \u0096 including half of the Fortune 1000\u00ae - 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.

Company info

Kronos Incorporated
Website :

Company Profile
It started off with a simple idea: there had to be an easier way to record employee time transactions. And then one innovation led to another and that idea grew into something we now call workforce management.

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