Kronos Technical Support Engineer II in Macquarie Park, Australia
Technical Support Engineer II
Macquarie Park - New South Wales - Australia
You’re empowered when you’re 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, it’s expected! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, you’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re 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 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 100 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, hospitality, healthcare, manufacturing, public sector, services, and distribution.
Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.
Kronos is an Equal Opportunity Employer.
Providing specialised technical support from a remote location either by telephone or email.•Act as the primary support point for the assigned customer issue.•Provide ongoing application configuration, interface, and other application technical tasks for existing Kronos Workforce Central customers.•Identify root causes for reported customer issues and develop appropriate solutions to minimize customer down time and impact on customer’s business.•Ensuring appropriate communications to all stakeholders on progress of issues or escalations.•Negotiating timeframes for solutions implementation with clients and updating clients on progress during problem resolution.•Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.•Identifying more technical complex issues for escalation to more senior Application Support staff.•Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume.•Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.•Attending relevant product and skill courses.•Establish customer satisfaction through meeting or exceeding customer SLA•Provide standby, public holidays cover and after hour service as needed to meet business requirements.KEY MEASUREMENTS FOR SUCCESS:•Sound knowledge of Kronos products.•Strong customer service orientation.•Excellent work quality and quantity.•Excellent communication skills.•Ability to make decisions which best fit customer.•Customer feedback and reference ability.•Internal contacts feedback.•Dependability and reliability.
Minimum 2-4 years of technical support experience working with Web technologies and Client/Server technologies, as well as support related experience, displaying a working knowledge of SQL and/or Oracle.•Relevant tertiary degree or relevant experience
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.