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job description
provide reliable technical assistance to internal/external customers and receive escalation of cases from the t1 team. You will provide professional coverage of technical support helpdesk trough phone, email and chat. You will support focused on accuracy, timely feedback, relationship building and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools by developing and maintaining technical knowledge base content. You will develop training material and agenda to provide training to peers and t1 team.
job description
provide reliable technical assistance to internal/external customers and receive escalation of cases from the t1 team. You will provide professional coverage of technical support helpdesk trough phone, email and chat. You will support focused on accuracy, timely feedback, relationship building and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools by developing and maintaining technical knowledge base content. You will develop training material and agenda to provide training to peers and t1 team.
responsibilities
* you will implement strong listening skills to really understand a customer problem or question, to present information clearly and concisely, in verbal and written forms. The ability to simplify the solution for a customer.
* you will need to apply teamwork with other groups and functions as a way to investigate and resolve customer requests.
* you will help develop technical support processes and ensure proper documenting and recording of all activity, communications and interactions with customers.
* be part of a team that is solving complex technical problems for the customer. Inspire greatness in the tech support team and lead by example.
* learn to apply highest standards of customer support. Build business acumen while learning to address customer's technical needs.
qualifications
you must have:
* high school diploma or equivalent combination of education, experience and industry recognized certifications.
* high proficiency level in the english language (written and spoken).
* excellent interpersonal, verbal and written communication skills.
* at least 3 years in a customer/product support related role.
* demonstrated skills developing and delivering trainnings.
* demonstrated high level proficiency in all product lines to take on escalations and high complexity cases/requests.
* demonstrated analytical mindset and skills to pinpoint areas of opportunity within the team.
* had led and participated in improvement projects and initiatives.
* very strong problem-solving skills – ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers.
* demonstrated superior experience with knowledge management.
* very strong continuous improvement mindset, strong leadership impact.
* high proficiency in salesforce.com and call center best practices.
* excellent time, priority and tasks administration skills.
* demonstrate leadership skills and sense of urgency.
* demonstrate networking skills to investigate and provide solutions.
we value
* bachelor degree in management, computer science or a technology related discipline.
* experience in the industry is preferred.
* skillfull teamwork, diversity, knowledge sharing and reliability mindset.
* must be able to multi-task, prioritize and work independently as well as in a team environment.
about us
honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our aerospace technologies, building automation, energy and sustainability solutions, and industrial automation business segments – powered by our honeywell forge software – that help make the world smarter, safer and more sustainable.
seniority level
* seniority level
mid-senior level
employment type
* employment type
full-time
job function
* job function
engineering and information technology
* industries
appliances, electrical, and electronics manufacturing
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