Job Description
Job Description
As an L1 Technical Support Engineer you will:
· Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
· Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
· Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
· Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
· Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
· Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
· Assist with “support verification” projects providing a UAT smoke test of upcoming releases and/or hot fixes
· Contribute content to our growing knowledge base.
· Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods
Required Qualifications
· High School Diploma or GED
· 2+ years’ experience in customer service or technical help desk
· 1+ years’ experience with resolving complex technical issues through research, log analysis, issue reproduction, or advanced troubleshooting
Company DescriptionKronos always provides our partners with 100% customer satisfaction and on time delivery. If you are excited about working for a company that takes its job seriously and does not cut corners you will have a home with Kronos.
Company Description
Kronos always provides our partners with 100% customer satisfaction and on time delivery. If you are excited about working for a company that takes its job seriously and does not cut corners you will have a home with Kronos.