Kronos Technical Support Engineer/Specialist IV in Lowell, Massachusetts
Technical Support Engineer/Specialist IV
Lowell - Massachusetts - USA
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.• Develop and maintain an in-depth product knowledge on Kronos Integration related products.• 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 support issues and respond appropriately to multiple critical situations.• Provide expertise as the internal escalation point for support of Workforce Integration products.• Research application questions by setting up environments, scenarios and testing the application.• Trouble shoot, analyze and solve as well as document complex customer issues.• 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 Kronos defect tracking system 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.• Effectively communicate product issues to the customer and Kronos engineering enabling timely solution while maintaining customer satisfaction.
• Bachelors Degree in a Computer Science or similar training required.• Minimum of 3 years of Customer Service experience, preferably with a background in enterprise software support.• Excellent oral, written and presentation skills.• Experience with SQL queries including evaluating and writing store procedures and custom views.• Experience with XML is 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.• Must be able to prioritize tasks and foster a team atmosphere in a busy technical support environment.• Work well in a fast paced time sensitive environment• Experience with the Workforce Integration Manager, Workforce Connect, Workforce Application, WFSO, Activities, or Leave and Attendance is a plus.• Experience with Dell Boomi and Graphical Programming Language a plus.
Youre empowered when youre 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, its expected! Youll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, youre 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 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.
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.