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For your reference, we have included the original job posting below.
Technical Support Specialist IV
Job Number:
25918234
Company Name:
Kronos
Job Location:
BC, CA
Job Category:
Information Technology
Technical Support Specialist IV
Technical Support Specialist IV
Job ID: 2010-4049 Location: CA-BC-Kelowna
Category: Customer Service/Support
More information about this job:
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.
Responsibilities:
Position Summary: Under the direction of the Manager,Technology and Support Services, the Software Technical Support Analyst (STSA) can expect to spend approximately 50% of the time supporting the Software Support team and 50% of the time directly supporting Kronos’ international customer base. In supporting the team the STSA will utilize SQL expertise in coding, script writing for complex data merges and updates, and data extracts to feed reporting and interface projects. In supporting the customer base the STSA will be responsible for 1stand 2ndtier support by answering usage questions, resolving technical and product related issues. This role is also charged with fostering a long-term relationship with our client base through ongoing case management and touch base calls and will lead the technical setup for implementations, and conversions for our clients.
Organization: The Software Technical Support Analyst position reports to the Manager,Software Support Services. As a key member of a services team, the STSA works closely with and provides guidance and assistance to our new and existing client base, Software Support Analysts, Product Specialists and Software Engineering.
Key Accountabilities: * Provide tier 2 and tier 3 support to the rest of Software Support, system performance issues (primarily database server), complex SQL troubleshooting, and connectivity issues. * Be proficient in writing SQL scripts to convert data in one to one and one to many relationships. Also, write SQL scripts to aid the troubleshooting and correction of Support issues as they arise. * Provide RFP responses and pre-sales technical consultation as required. * Provide day to day 1stand 2ndtier support on the company's products for our existing client base by answering usage questions, troubleshooting the applications, Windows, networking problems, server and database issues * Provide day to day tier 1 support on supported interfaces to the company's products * Manage cases reported by the clients such that client expectations are consistently met or exceeded * Effectively and accurately document client contact in the company's case management system * Effectively and accurately document defects found in the supported products such that Quality Assurance can understand and reproduce a defect reported by our clients * Communicate workload peaks and valleys to peers to ensure even distribution of case load and maintain optimal response time to the clients * Keep up to date on new applicable technologies * Software Technical Support Analysts are required to provide 7 x 24 hour support through rotating “on call” * Additional tasks, responsibilities, and special projects that may be assigned from time to time. * Work cooperatively with team members in resolving more complex technical issues, providing knowledge transfer to enable the team members to solve increasingly technical complex issues * Participate in the development and delivery of technical training for Software Support Analysts. Also, identify, develop and deliver new training opportunities for individuals or groups within Support to ensure we maintain a high level of knowledge in the environments we are supporting. * Participate in the development and ongoing maintenance of departmental policies and procedures relating to the Technical Groups responsibilities. Additional tasks, responsibilities, and special projects assigned from time to time.
Qualifications:
Candidate Profile: * College diploma or university degree in a related discipline; MCDBA, or equivalent relevant experience and training * Demonstrated ability in the following: * Computer Literacy: * Ability to troubleshoot MS SQL tables at a tier 3 level; therefore solid understanding of Microsoft SQL Server database design and system administration; Microsoft certification preferred * Experience with transact SQL or writing SQL stored procedures an asset. * Experienced and knowledgeable in coding techniques and scripting languages * Exceptional problem solving skills for diversified and moderately complex problems. Ability to adapt methodology used when situation is not covered by established practice and judgment in evaluating various factors and making recommendations for action. * Teamwork: Contributes to and provides support within own groups and other departmental groups * Organizational Ability: Ability to multi-task in a fast paced environment with proven results * Interpersonal Competency: An effective listener, sensitive to needs of others with the ability to develop rapport that will be mutually beneficial * Detail Orientation: High attention to detail to ensure the quality of products/services provided to clients, potential clients, business partners and others. * Initiative and Drive: Self-motivated to undertake continuous improvement to assist in efficient running of the sales and service departments * Customer Service: Superior Customer Service skills with preference given to prior IT or Application Support experience
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