Highlights
ZKTeco Workforce Management provides workforce data collection solutions, including Android-based time clocks, embedded applications, middleware, APIs, and integrations for Workday-connected customers and software partners. Build knowledge of ZKTeco WFM products (Ultima, Timetrack, CirrusDCS, CirrusConnect, Android/SDK/API technologies) and create reusable knowledge articles.
Numbers & Facts
| Location | Tampa Oaks, FL |
| Job Type | Full-time |
| Industry | Computer/IT Services |
| Company Size | 50 to 99 employees |
| Year Founded | 1998 |
| Website | http://www.zktechnology.com |
Description
Benefits:
Technical Support Specialist
Department: Technical Support
Employment Type: Full-Time, Salaried
Work Arrangement: On-Site
Typical Schedule: Monday through Friday, 9:00 a.m. to 6:00 p.m.
Reports To: Technical Support Manager
About ZKTeco Workforce Management
ZKTeco Workforce Management provides workforce data collection solutions, including Android-based time clocks, embedded applications, middleware, APIs, and integrations for Workday-connected customers and software partners.
Position Summary
The Technical Support Specialist provides responsive, accurate, and professional technical support for ZKTeco WFM timeclocks, applications, middleware, and integrations. A core, required part of the role is the hands-on assembly, testing, configuration, and provisioning of time clock hardware. You will also own assigned customer cases from investigation through resolution or documented handoff and escalate to internal teams when needed. We value strong customer service and disciplined troubleshooting. Time clock or workforce management experience is preferred, but we will train candidates with strong technical aptitude.
Key Responsibilities
Required Qualifications
Preferred Qualifications
Working Conditions and Schedule
Compensation and Benefits
ZKTeco WFM offers a compensation and benefits package that may include:
Equal Employment Opportunity
ZKTeco WFM is committed to providing equal employment opportunities. Employment decisions should be based on legitimate business requirements, job-related qualifications, experience, and demonstrated ability to perform the essential responsibilities of the position.
Application Guidance
Candidates should submit a résumé highlighting relevant experience in technical support, customer service, hardware or software troubleshooting, networking, workforce management, time and attendance systems, or connected devices.
- Company parties
- Health insurance
- Profit sharing
- Training & development
- Paid time off
- Bonus based on performance
- Competitive salary
- Dental insurance
Technical Support Specialist
Department: Technical Support
Employment Type: Full-Time, Salaried
Work Arrangement: On-Site
Typical Schedule: Monday through Friday, 9:00 a.m. to 6:00 p.m.
Reports To: Technical Support Manager
About ZKTeco Workforce Management
ZKTeco Workforce Management provides workforce data collection solutions, including Android-based time clocks, embedded applications, middleware, APIs, and integrations for Workday-connected customers and software partners.
Position Summary
The Technical Support Specialist provides responsive, accurate, and professional technical support for ZKTeco WFM timeclocks, applications, middleware, and integrations. A core, required part of the role is the hands-on assembly, testing, configuration, and provisioning of time clock hardware. You will also own assigned customer cases from investigation through resolution or documented handoff and escalate to internal teams when needed. We value strong customer service and disciplined troubleshooting. Time clock or workforce management experience is preferred, but we will train candidates with strong technical aptitude.
Key Responsibilities
- Assemble, test, configure, and provision time clock hardware and accessories to specification so devices are ready for shipment and customer deployment.
- Support customers through our centralized Jira support portal, phone, email, and scheduled meetings. Own cases through resolution or documented handoff.
- Troubleshoot time clock hardware, applications, connectivity, firmware, configuration, data synchronization, and integrations.
- Document all interactions and findings in Jira, keeping case status and customer updates accurate.
- Escalate issues beyond Support authority with clear evidence, such as logs, versions, screenshots, and reproduction steps.
- Build knowledge of ZKTeco WFM products (Ultima, Timetrack, CirrusDCS, CirrusConnect, Android/SDK/API technologies) and create reusable knowledge articles.
- Collaborate with Product, Development, Implementation, and other teams, and take part in scheduled after-hours or go-live coverage and occasional shipping tasks.
Required Qualifications
- Minimum of one to two years of relevant professional experience in technical support or a closely related field.
- Strong written and verbal communication and a professional, customer-focused approach, including in difficult situations.
- Strong analytical and troubleshooting skills, with the judgment to gather evidence and know when to escalate.
- Ability to manage multiple cases and priorities with attention to detail and accurate documentation.
- Basic knowledge of networking (IP, DHCP, DNS, TCP/IP, ports and firewalls) and of Windows, Android, and web-based applications.
- Experience assembling and disassembling minor hardware components, plus the ability and willingness to assemble, test, configure, and provision time clock hardware hands-on.
- Self-motivated, dependable, and eager to learn, able to work independently and with a distributed team.
- Ability to work on-site and remotely take part in scheduled extended-hours coverage when required.
Preferred Qualifications
- Experience in technical support, help desk, or customer service, ideally with time clocks, workforce management, or time and attendance systems.
- Experience troubleshooting Android devices, firmware, APIs, or middleware, and using Jira or a similar ticketing platform.
- Degree in IT, Computer Science, or a related field is helpful but not required with equivalent experience.
Working Conditions and Schedule
- On-site, full-time salaried position, typically Monday through Friday, 9:00 a.m. to 6:00 p.m.
- This on-site role requires employees to work their entire shift at the office, currently located near Tampa Int. Airport in the Westshore area. Remote work is not currently available.
- Occasional schedule adjustments, after-hours, weekend, holiday, or go-live coverage, scheduled in advance whenever possible.
- Regular hands-on work assembling, testing, configuring, and provisioning time clock hardware and accessories is a required part of the role.
Compensation and Benefits
ZKTeco WFM offers a compensation and benefits package that may include:
- Competitive salary based on experience
- Group medical coverage and paid time off
- Profit-sharing plan
- Product and technical training
Equal Employment Opportunity
ZKTeco WFM is committed to providing equal employment opportunities. Employment decisions should be based on legitimate business requirements, job-related qualifications, experience, and demonstrated ability to perform the essential responsibilities of the position.
Application Guidance
Candidates should submit a résumé highlighting relevant experience in technical support, customer service, hardware or software troubleshooting, networking, workforce management, time and attendance systems, or connected devices.
About Company
ZKTeco, the largest developer and manufacturer of workforce data collection terminals in the world, delivers superior quality hardware, full-featured embedded device software, and a suite of software development tools and services that enable both industry partners and Workday Time Tracking customers to maximize the return on investment in their workforce data collection systems.
Industry Expertise
With more than 10+ years serving more than 500 satisfied time and attendance and workforce management software partners across the globe, including 150 in North America, ZKTeco has developed extensive knowledge of the entire data collection process. Our deep expertise in hardware, software, and integration processes, combined with innovative product design and large-scale manufacturing capabilities, gives our industry partners the economic advantages they need -- and for their customers, the most cost-effective, enterprise-class, and high-quality product data collection solutions on the market.
Likewise, our Workday customers benefit from our extensive experience working with time and attendance and workforce management software partners to integrate our data collection terminals across multiple industries, many with unique requirements at each stage of the data collection process. And after enabling our customers to implement Workday Time Tracking at more than 2,000 sites, our practical deployment experience for data collection solutions is second to none.
A Comprehensive Suite of Data Collection Solutions
We don’t just sell terminals – we offer development tools and services for every stage of the data collection process. We can provide anything that our partners need to complete their time and attendance or workforce management solutions offering. We support many different end-user and business activity scenarios, including customized business features for any industry and technical design support for partners interested in innovating their own time-clock-based applications. We have the flexibility, knowledge, and design and production capabilities to meet any requirements.
And with our modular approach, companies can deploy the combination of hardware, software, and solutions that best meets their needs.
Lower Total Cost of Ownership and Rapid ROI
Our economies of scale in manufacturing and rapid design cycle, combined with our time-saving software development tools, solutions and services, enable us to provide the most cost-effective data collection solutions on the market to our customers and partners. By leveraging ZKTeco’s solutions, our partners and customers can get to market faster, minimizing the development risk that occurs with lengthy implementation projects, and decreasing the total cost spent on development. And with our customer-first support and long product life cycle, both partners and customers can maximize their return on investment in both ZKTeco products and their entire workforce management solution.