Honeywell Tech Support Specialist 

Mexico 

51038858

This is a hybrid role, 3 + 2 daysmodel.
You will provide professional coverageof Technical Support Helpdesk trough phone, email, and chat. You will supportfocused on accuracy, timely feedback, relationship building and customersatisfaction. You will drive timely identification, investigation, resolution,root cause analysis and replication of technical issues. You will develop broadunderstanding of customer needs. You will support the knowledge-sharingmindset, methodology, and tools by developing and maintaining technicalknowledge base content.

Key Responsibilities

• Properly log all information into theproblem management system & tracking of all activities in CRM (SFDC).
• Follows established process andprocedures to provide support to customers via all contracted channels (phone,email, chat &/or fax).
Works effectively with other managementand customers to quickly address problems as they arise.
• Remote diagnostics, troubleshooting,analysis, and resolution of support issues.
• Mobile Device Management (MDMplatforms i.e., AirWatch / Mobile Iron) - Utilize console to assist Users withdevice configuration.
• Escalate issues to the appropriatecontacts in a timely manner and ensure end users are aware of changes tooriginal expectations in accordance with procedural guidelines.
• Comply with established businessprocesses, procedures, and standard work.
• Support the operation with reportingand/or administrative tasks.
• Identify areas of opportunity andparticipate in improvement initiatives (Projects, Kaizen, 5S, HOS, RPS, etc.).
• Timely communication (follow up) withcustomers with focus on customer service and relationship building.
• Escalate issues in a timely mannerwhile following the established standard work.
• Cross function communication andcollaboration within the organization (peers, teams, groups, hubs, etc.) tosolve customer requests.
• Proactively maintain and extendproduct knowledge by self-study, testing products/software and by attendingtechnical trainings on a weekly, monthly basis (per defined agenda).
• Rotational shifts

YOU MUST HAVE

• High School Diploma, or equivalent. Some experience in the field.

• High proficiency level in the English language (written and spoken)

• Effective communication and interpersonal skills

• Analytical skills and critical thinking

• Strong analytical and problem-solving skills.

• Ability to work collaboratively in a team environment.

• Excellent communication and presentation skills.

WE VALUE

• Bachelor’s degree in management, Computer Science, or a technology related discipline.

• Good interpersonal and verbal & written communication skills

• Strong continuous improvement mindset, strong leadership impact

• Experience with CRM (Salesforce, ServiceNow or others).

• Experience in MDM (AirWatch, Soti, Mobile Iron, Intune, etc.).

• Demonstrated experience with Knowledge Management & Call Center Management.

• Good Administration skills.

• Fosters teamwork and diversity, knowledge sharing mindset.

• Able to multi-task, prioritize and work independently as well as in a Team environment.

• Strong problem-solving skills – ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers.

• JOB ID: HRD235585
• Category: Customer Experience
• Location: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,Mexico
• Nonexempt