Technical Support with English

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Employer: Honeywell
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 11.06.2015
    Remote work: On-site
    Short company description

    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.

    Requirements

    If you have:

    • Excellent / Fluent in English, both verbal and writing for US coverage
    • Bachelor degree in a technical related field or an equivalent and relevant combination of education, experience and industry recognized certifications.
    • Minimum 2-3 years related work experience in a Technical Support / Technical Service Desk environment.
    • Experience with Knowledge Management best practices
    • Experience with Call Center best practices
    • Experience in a multinational environment
    • Strong problem solving skills – ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers.
    • Basic nowledge of computers, electric & electronic concepts and devices
    • Experience with wide range of operating systems incl. Windows CE and Windows Mobile
    • Strongly preferred but not required is a selection of the following competencies:
    o Knowledge of Industry related technology and applications: familiarity with Bar Code Symbologies, Imaging technology o Experience with wide range of operating systems incl. Windows CE and Windows Mobile o Basic programming skills (Visual Studio .Net) preferred
    o Working knowledge of WLAN/GSM/GPRS/EDGE/CDMA/GPS/BT communication protocols
    o Experience with networks and RF connectivity
    o Industry wireless network certifications, examples: CWNA, CCNA, CCDA, CCNP, CCDP
    o A working knowledge of basic test equipment utilized in systems analysis including protocol analyzers (Omni-Peak), network analyzers and other monitoring tools.
    o Knowledge of label printers and media.
    • Growth and customer focus
    • Gets results:
    o Proactive and resourceful
    o Able to drive the activities necessary to bring tasks to conclusion
    o Must be able to multi-task, prioritize and work independently as well as in a team
    • Communication skills:
    o Strong listening skills to really understand a customer problem or question
    o Excellent telephone mannerisms.
    o Ability to present information clearly and concisely, in verbal and written forms.
    o Ability to communicate and build relationships comfortably with customers
    o Excellent writing skills. Much of the work will be written (email, documentation etc.)
    • Champions Change, continuous improvement mindset
    • Fosters teamwork and diversity, knowledge sharing mindset

    Responsibilities

    Then your responsibilities are:

    • Customer registration & tracking of all activities in CRM
    • Identification, investigation and resolution of support requests
    • Developing and maintaining technical knowledge base content
    • Timely communication to customers with focus on customer service and relationship building. Principal Responsibilities
    • Coverage of Technical Support Helpdesk (Hotline, mail, live-chat, and web support)
    • Provide pre- and post sales technical assistance for internal and external customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
    • Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to tier 2 and/or management.
    • Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality.
    • Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database

    Other info

    Working hours: working hours are on the interval 15:00 – 03:00 GMT+2 (for instance some days starting at 15:00 and other days starting at 18:00).

    Eventually, the candidate might need to cover shifts between 09:30 – 03:00 GMT+2/local time if the business requires it.

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