Honeywell Technical Support Professional - SaaS 

United States 

897016331

In this role, you will provide reliable technicalassistance to both internal and external customers. You will learn every facetof our core Software Products and provide support for users with a keen focuson accuracy, timely feedback, and customer satisfaction. You will learn todrive timely identification, investigation, resolution, root cause analysis andreplication of technical issues, becoming a product subject matter expert andsharing your depth and knowledge of the product.

Provide reliable technical assistance to internal andexternal customers. You will provide professional coverage of Technical SupportHelpdesk. You will focus on accuracy, timely feedback, and customersatisfaction. You will drive timely identification, investigation, resolution,root cause analysis and replication of technical issues. You will buildinternal relationships to expedite complicated cases. You will develop broadunderstanding of customer needs. You will support the knowledge-sharing mindset,methodology, and tools. You will help develop Technical Support processes. Youwill ensure proper documenting and recording of all activity and communication.You will address systemic coordination issues.

KEY RESPONSIBLITIES

• Investigate, identify and resolve software related issues
• Monitor and document support requests within the CRM system (ZenDesk)
• Provide technical guidance to both internal and external customers
• Build relationships with cross functional teams and external customers
• Reproduce technical issues reported by customers in a test environment
• Confirming defective behavior and/or submit enhancement requests to product management team
• Share product knowledge via white papers, knowledge base articles and presentations to internal and external stakeholders

YOU MUST HAVE

• Minimum 1 year of customer facing background
• 2+ years experience MS Office (Word, Excel, Powerpoint, Basic knowledge of Pivot Tables and Formulas, Conditional Formatting)

WE VALUE

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or STEM discipline
• Experience troubleshooting Saas (Software as a service) products
• Excellent verbal & written communication skills
• Strong continuous improvement mindset, strong leadership impact
• Salesforce.com and SharePoint, and Zendesk
• Demonstrated expertise with Knowledge Management & Call Center Management
• Good administration skills
• Businesses product programming languages

• JOB ID: HRD234318
• Category: Customer Experience
• Location: 2000 Waterview Drive, Suite 300,Hamilton,New Jersey,08691,United States
• Nonexempt