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Honeywell Senior Technical Support Professional French United States 331525850
In this role, you will provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk. You will support focus on accuracy, timely feedback, 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. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication.
Key Responsibilities:
- Coverage of Technical Support Helpdesk phone & e-mail
- Document all interactions with the customers
- Point of escalation for Level I Specialists
- Handle internal and external customer related issues and concerns through approved communication channels
- Active involvement in developing the internal/external article database, by constantly creating/updating new and existing articles, with the purpose of facilitating technical information and procedures to customers and being utilized by all team members for solving customer queries.
- Ensuring technical knowledge and expertise on relevant products in a portfolio, including legislative and regulatory approvals, is maintained at a high level.
- Develop FAQ’s, Technical Tips, and ‘How-To ’videos on Hardware and Software applications to achieve KCS maturity.
- Support the development of internal documentation
- Degree level technical background achieved through appropriate educational study
- 5 years experience in a technical support environment
- Fluent in English and French
- Understand customer’s needs
- Problem solving orientation
- Focused on developing self & others
- Analytical thinking and attention to details
- Interpersonal skills
- Oral & written communication at all levels
- Strong continuous improvement mindset, strong leadership impact
- Experience with Salesforce.com and SharePoint
- Demonstrated experience with Knowledge Management & Call Center Management
- Good administration skills
- Hybrid Work Policy (3 days in the office, 2 days work from home)
- Competitive Salary regularly increased based on your performance;
- Market-leading Sales performance incentive rewarding your individual achievements;
- Enjoy 25 vacation days per year, plus extra days off for life's special events
we provide meal vouchers; - Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers);
- Medical Insurance Plan paid by the company;
- Christmas and Easter bonuses;
- Recognition & referral bonus programs;
- Comprehensive induction, ongoing training and development to set you up for success;
- In-house and external learning platforms (Udemy) to continue to expand your skills;
- Work experience opportunities to help you grow your career with us;
- Global employee networks to help you connect and grow;
- Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters;
- In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids;
- Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment;
- Your family is growing while working at Honeywell? We congratulate you by offering special bonuses;
- Frequent Employee Engagement activities fostering an inclusive and diverse work environment;
- 3 + 2 hybrid work arrangement to support your work-life balance;
- Flexible working hours;
- Fresh fruit days in the office.
- Equal opportunity statement
- JOB ID: req435593
- Category: Customer Experience
- Location: 3 George Constantinescu,,Upground building, 5th floor (entrance A) District 2,Bucharest,BUCURESTI,020339,Romania
- Nonexempt
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