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Customer Technical Support Specialist


Location:
Cheektowaga, NY
Date:
01/19/2018
2018-01-192018-02-17
Job Code:
68694
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Job Details

Careers Center - Customer Technical Support Specialist

Customer Technical Support Specialist

US-NY-Cheektowaga
System ID
68694
Category
IS&T
Employment Status
Full-Time

Unit Description

Customer Technical Support Specialist.

  • Provide specialized technical and application support by telephone and email to internal users of Kronos InTouch time clocks and Kronos workforce central.

Responsibilities:

  • Assist with deployment of Kronos to Canada.
  • Troubleshoot connectivity and hardware issues with Kronos InTouch time clocks.
  • Assist users with configuration and deployment of time clocks.
  • Perform clock repair and maintenance
  • Manage accurate clock record keeping and inventory.
  • Incoming and outgoing support calls to locations with off-line clocks.
  • Maintain thorough and accurate call records in HEAT call logging software.
  • Document known issues and workarounds in the team knowledgebase.

 

Keys for Success:

  • Bi -lingual in English and Canadian French
  • Knowledge of timekeeping applications and best practices, specifically Kronos Workforce Central and InTouch time clocks.
  • Strong customer service skills.
  • Ability to troubleshoot network connectivity issues. Additional technical support skills to include pc support, operating systems, browsers and Java knowledge.
  • The ideal candidate will provide efficient and accurate work with focus on both quality and quantity.
  • Solid communication skills, both written and verbal, including the ability to document solutions.
  • Demonstrated skills managing multiple tasks simultaneously.

Position Summary

Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May Intermediate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems. Maintains currency and high level of technical skill infield of expertise. Escalates more complex problems to Senior Level.

Qualifications & Requirements

Basic Education Requirement - High School Diploma, GED or equivalent

Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.

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