Location: Lowell – Massachusetts – USA, Maitland – Florida – USAFunction: Customer Service/SupportRef #: Apply > Description The Technical Support Engineer/Spec III is expected to deliver quality, comprehensive Level II technical support on UKG Workforce Dimensions Scheduler software products, Advanced Scheduling, and Forecast Manager to a variety of UKG customers both administrators and end users. As a scheduling products specialist, he or she is expected to develop their product knowledge through training, research, documentation use and hands on customer case experience. • Develop and maintain an in-depth product knowledge on UKG Workforce Dimensions Scheduler related products • Develop a solid base of general product knowledge on UKG Workforce Dimensions Suite products and other additional designated modules • Utilize his/her technical ability to prioritize Level II support issues and respond appropriately to multiple critical situation • Provide expertise as the internal escalation point for support of Workforce Dimensions Scheduler products. • Research application questions by setting up scenarios and testing the application • 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 • Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications. • Effectively communicate product issues to the customer and UKG engineering enabling timely solution while maintaining customer satisfaction. • Utilizing Knowledge Centric Support (KCS) process to search for existing documentation and authoring or modifying knowledge base articles. • Developing and documenting best practices The hours for this role are 11 AM-8 PM ET Qualifications • Bachelor’s degree or equivalent in Communications, Math, Computer Science or related field with 3 plus years experience in application customer support • Background experience in retail or healthcare environment with a knowledge of employee scheduling preferred • Working knowledge of PC’s, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms • Minimum 1 year experience providing high quality technical support on UKG products, in Windows and /or UNIX environments • Previous SQL scripting and database experience with Cassandra, MS SQL and Oracle platforms • Ability to document complex technical cases and communicate requirements both verbally and in writing • Experience and demonstrated ability in conflict resolution and customer service techniques Corporate overview 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! 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. Want to learn more about our culture? Follow us on #MyWorkInspiredKronos 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. EEO StatementEqual Opportunity EmployerKronos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.View The EEO is the Law poster and its supplement. View the Pay Transparency Nondiscrimination Provision Kronos participates in E-Verify. View the E-Verify posters here .Disability Accommodation For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 .