Honeywell Lead Technical Support Specialist Rotational shifts 

Romania 

897966680

This is a hybrid role, 3 + 2 days model.

Our Safety and productivity solutions helps create faster, more seamless, agile, and efficient supply chains, better protect human health, improve worker safety, and help meet sustainability goals by leveraging connectivity, advanced data analytics, software, robotics, sensors, advanced materials and integrated human and automated systems.

Helping organizations become more connected to make our world smarter, safer, and more sustainable.

Key requirements:

• Providing support for Tier 1 Support Specialists.
• Remote diagnostics, troubleshooting, analysis & resolution of support issues via inbound calls and email.
• Works effectively with other management & customers to quickly address issues as they arise.
• Properly logs all information into the problem management system.
• Follows established process and procedures to provide support to customers via all contracted channels (Phone, email)
• Maintains high degree of technical knowledge related to assigned customer or product
• Escalates issues to the appropriate contacts in a timely manner & ensure end users are aware of changes to original expectations in accordance with procedural guidelines
• Contribute to authoring, reviewing, & updating the knowledge base. Maintains a high degree of technical knowledge relating to assigned customer or product.
• Represents company in a professional and business-like manner and communicate effectively with customers and other team members
• Utilizes Console Administration rights for Client MDM platform(s)
• Recording of Tier 1 inbound calls and scoring them using standardized quality scoring system.
• Auditing cases to verify that the proper processes and Knowledge Base articles were used, and identifying any technical knowledge gaps.
• Providing coaching / feedback to the agents regarding the quality of customer interactions.
• Maintaining a historical record of agents’ quality scores & coaching events.
• Providing account training and identifying knowledge gaps. Providing refresher trainings.

Key skills and qualifications:

Basic requirements (required)

• Bachelor degree or equivalent experience in a related field
• 2-3 years Technical Support experience
• Fluent in English

Additional Qualifications (preferred):

• Experience with Knowledge Management best practices
• Coaching experience
• Knowledge of Honeywell supported deviecs and MDM
• Microsoft Office suite
• Proactive thinker and team player
• Strong coaching and communication skills
• Obsessed with customer experience and quality of service
• Able to multi-task, prioritize and work independently as well as in a team environment
• Ability to present information clearly and concisely, in verbal and written forms and to communicate comfortably with diverse audiences at all levels of the organization

Our offer

• 1 meal ticket for each working day worked (RON 30/meal ticket ->RON 600 for 20 working days)
• Annual holiday entitlement: 25 days
• Private Medical Insurance
• Other benefits in a total value of 195 RON/month, according to company internal regulations.

• JOB ID: HRD237181
• Category: Customer Experience
• Location: 3 George Constantinescu,,Upground building, 5th floor (entrance A) District 2,Bucharest,BUCURESTI,020339,Romania
• Nonexempt