Technical Support Specialist
Há 3 dias
About the Role
Honeywell is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will play a crucial role in resolving complex technical issues and delivering exceptional customer service.
Main Responsibilities
- Provide expert technical support to customers, resolving complex technical issues for products in a combination of OnGuard, Netbox, and Elements Ecosystems.
- Interface directly with customers at various stages of the problem resolution process, including understanding customer issues, replicating customer configuration and environment, communicating action plans for resolution, explaining developments, and conveying resolution.
- Thoroughly gather all required data and 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 staff, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes.
- Manage your own schedule of cases, determining priority levels, negotiating, and setting expectations with customers while providing updates accordingly, staying within TSG SLAs (Service Level Agreement).
- Perform on-site customer technical training with up to 40% travel as needed.
- 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.
Requirements
- Associate degree in computer science, IT, electronics, or equivalent experience with supporting software-based products or Access Control systems (preferred).
- Minimum of 1 year related experience in Technical Support.
- OnGuard system knowledge/experience.
About Us
Honeywell is a leading global technology company, building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally.
Join Our Team
We are committed to each other and to the realization of our vision through our unique job functions, embracing the challenges of innovation so that we define the future.
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