Technical Support Engineer
Kronos Incorporated - Irvine, CA

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Corporate Overview:
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’s primary role is to provide assistance for escalated issues and tickets from Level I team members contacting TeleStaff Solutions Group/Kronos Incorporated technical support. In this role you will be responsible for reviewing the queue hourly and reviewing tickets and verifying the resolution before setting the ticket status to Survey or Close. The successful candidate will also work collaboratively to effectively troubleshoot issues, provide timely feedback to customers, and ensure issues are handled and resolved in a timely manner.

Responsibilities include:
Escalating tickets to the QA Department with complete and accurate documentation
Assisting Level I team members to further troubleshoot and analyze technical issues
Managing issues to ensure timely resolution – strong time management to review current openings in queue and escalating issues to Technical Services Manager as needed
Updating customer information
Managing technical knowledge, publishing technical documentation
Assisting with support-related projects and initiatives from Management
Assisting with overflow on incoming customer calls and web-based inquiries
Acting as the technical point of contact for high priority customers and issues

Previous support/help desk experience or software support preferred
Previous CRM/Call Tracking System experience
Ability to learn business unit products, policies, and operating procedures to properly interpret and communicate them
Proficient troubleshooting Windows 2003/2008, Server 2003/2008-related issues
Experience with MS SQL Server, Sybase and/or other databases
Knowledge of Active Directory (AD) and Exchange in an enterprise environment
Experience with Windows Terminal Server, Citrix a plus
Exceptional communication and organizational skills
Ability to work professionally with our clients
Ability to effectively multi-task in a fast-paced environment
Proactive and takes initiative
Strong attention to detail
Telephony experience a plus
BS Degree preferred

Kronos Incorporated - 2 years ago - save job
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Kronos is the global leader in delivering workforce management solutions in the cloud. Tens of thousands of organizations in more than 100...