Lead Technical Support Assistant with Spanish - HBT

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Employer: Honeywell
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 04.01.2019
    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.


    - Spanish language - Advanced
    - College degree
    - Technical background


    - Coverage of Technical Support Helpdesk (Hotline only)
    - Providing technical support level 1 for fire customers. This includes:
    • Resolving customer issues and providing technical support and client counseling.
    • Checking product problems
    • Registering problems reported in SalesForce.Com (SFDC Case management)
    - Escalating problems to Range Specialist/Level 2.
    - Ensuring technical knowledge and expertise, on the relevant products within a portfolio, including legislative and regulatory approvals, is maintained to a high level.
    - Utilizing the article knowledge base to resolve customer issues in a timely manner.
    - Working closely with Level 2 agents and Range Specialists to develop product knowledge to achieve independent call handling.