Vocollect Technical Customer Support Associate

Honeywell is a Fortune 100 company that invents and manufactures technologies to address tough challenges linked to global macro trends such as safety, security, and energy. With approximately 122,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.

You need to have:

- Associate degree
- English fluency
- 1 – 2 years minimum professional experience in a customer facing position
- Bachelor degree in a technical field or technical certifications
- 1-2 years professional experience in a technical product support or help desk environment.
- Hands-on technical experience or classroom education where knowledge of networking fundamentals (e.g. TCP/IP, FTP, DHCP, Telnet, routing, and client/server computing) was demonstrated.
- Experience and knowledge of windows operating systems
- Excellent verbal communication skills via telephone
- Excellent creative and technical/explanatory writing skills
- Be able to manage multiple priorities
- A self-starter with ability to work and learn unsupervised.
- Proven ability to manage technical issues and to prioritize workloads in a constantly changing work environment.
- Proven ability to deliver outstanding customer oriented results in a high pressure, time sensitive environment
- Experience with programming or scripting languages.
- Knowledge of relational database management systems and structured query language (SQL).
- Experience in a healthcare field, preferably in a technology support function.
- HDI Support Center Analyst Certification
- Experience with Linux operating systems
- Experience with using SalesForce.com

Position Summary:
The Technical Customer Support Associate position is responsible for providing technical support via phone, email, and web for VHS customers. This will be a hands-on position interfacing directly with customers and internal technical and clinical team members.


Your responsibilities will be:

- Provide prompt and courteous technical support by answering phone calls and replying to e-mails in line with departmental measures with a focus on high quality, accuracy, and customer satisfaction.
- Handling of customer hardware repair / return inquiries including data entry into an Oracle Depot Repair system and Return Merchandise Authorization (RMA) customer communication.
- Ownership of lower level, routine customer technical issues within defined response time goals from initial contact to final resolution.
- Analyze and clarify customer queries through troubleshooting, researching, and recreating of issues.
- Follow documented processes and procedures for support request handling and case escalation.
- Document and record all activity and communications over the telephone and e-mail according to departmental standards of quality.
- Contribute to technical knowledge base.
- Handle miscellaneous duties and responsibilities as defined by management.

- Variable shift times within coverage hours M-F 3PM – 2AM Bucharest time
- Weekend rotation approximately once every 5 weeks to work Saturday and Sunday 3PM – 12AM (flexibility provided as to how coverage is divided amongst team members)

Link to One Honeywell Culture video from Honeywell YouTube Channel: http://www.youtube.com/watch?v=CcMf_TFS0kA


Link to join Honeywell’s Talent Network:
http://careersathoneywell.com/en/newsletternew


Link to career site: www.careersathoneywell.com

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