System Support Specialist
Position Summary
The System Support Specialist delivers comprehensive, high quality support on Kronos Workforce Ready® software and hardware products. On this fast-paced team, the System Support Specialist will need to exemplify outstanding customer service skills as well as troubleshooting skills. The System Support Specialist will have a passion for problem solving, technology, and helping others to promote an amazing customer experience.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Deliver timely solutions to clients while maintaining excellent client satisfaction
- Effectively assess technical situations and establish case priorities/severities in accordance with client service level
- Analyze client configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem
- Manage caseload in adherence to departmental goals/policies
- Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interaction details
- Work individually and with a team to solve technical problems while communicating trending issues and best practices
- Add a personal touch to the support engagement
- Make the client feel known and understood by reviewing case history to assure familiarity with the system environment
- Client training via WebEx or face-to-face as necessary
- Creation of training materials as necessary
- Occasional weekend or evening on-call availability if needed
- Various other tasks as assigned by management
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Bachelor’s degree in relevant field required
- Two years’ experience providing client support and configuring software in an IT environment
- Two years’ experience using and configuring Kronos Workforce Ready®
- Must be highly proficient in Microsoft office software including Word, Excel and Power Point
- Must have demonstrated experience working with clients and customers in developing solid working relationships and rapport
- Strong presentation, written and oral communication skills
- Strong analytical, problem-solving, critical thinking and decision-making skills
- Strong organizational and time management skills
- Flexible, creative, and able to work independently
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations; ability to write reports, business correspondence, and procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public
- Ability to calculate figures and amounts such as discounts, percentages; ability to apply the concepts of basic math
Physical Demands and Work Environment
This job typically operates in a professional office environment, although environments may vary when visiting clients. Driving of a motor vehicle is occasionally required. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Travel
Travel may be required on occasion, primarily local during the business day.
AXIOM is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: AXIOM is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at AXIOM are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. AXIOM will not tolerate discrimination or harassment based on any of these characteristics.
Axiom Human Resource Solutions
Why Work Here?Every business is unique. We work with clients to develop an approach that combines cutting-edge HCM technology, strategic and tactical human resource outsourcing, benefits administration and payroll services to maximize the return on human capital. Our goal is to help our clients achieve their goals. AXIOM’s tailored solutions add value by contributing to the achievement of the company’s overall objectives. Our enthusiastic staff of professionals is committed to providing an outstanding client experience. The culture at AXIOM is built on our shared core values – • Accountability – Taking responsibility for everything you say and do. • X-tra Mile – Going above and beyond for our clients to provide an excellent service experience. • Integrity – Honesty and trustworthiness in every action. • One Team – Working as one, cohesive team where each team member has your back. • Motivation – You have to WANT IT, GET IT and DO IT! We hire, fire, review, reward, and recognize our teammates based on these characteristics, so it's important that you share these values in order to be part of our team.AXIOM Human Resource Solutions is a human capital management (HCM) company offering customized solutions to better manage your workforce.