Technical Support Engineer IV Job in Chelmsford 01824, Massachusetts US
Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in more than 60 countries - including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications. Kronos customers include enterprises large and small across diverse industries worldwide including retail, healthcare, manufacturing, transportation and distribution, aviation, government, and education.
Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 3,000 people worldwide.
Kronos is an Equal Opportunity Employer.
The Technical Support Engineer is expected to deliver high quality, comprehensive technical support on Kronos Workforce HR and Payroll as well as other suite products to a variety of end users. This position requires strong written and verbal communication skills. Amdocs case notes must be kept up to date and accurately record a defined problem statement, 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. This position requires that technical skills and domain expertise be constantly updated for adherence to service level commitments, customer expectations, and the changing technology landscape.
Principal Responsibilities:
- Develop an in-depth product knowledge on Kronos Workforce HR and Payroll.
- Leverage HR and Payroll domain expertise to provide optimum solutions
- 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 Level II support issues and respond appropriately to multiple critical situations.
- Research application questions by setting up scenarios and testing the application.
- Trouble shoot, analyze and solve complex customer issues
- Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solutions.
- Author knowledgebase articles
- Bachelor's Degree or equivalent experience
- Minimum of 2 years experience as a Payroll Processor working for a large employer and/or in a payroll support environment
- Knowledge of client/server and/or Web Based technologies preferred
- Knowledge of SQL relational database management systems preferred
- Experience and demonstrated ability in conflict resolution and customer service techniques.
* Please apply if you are available to work Monday to Friday 11am - 8pm EST.
