Level 2 Technical Support Engineer

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Employer: Honeywell
Domain:
  • Customer Support - Client Service
    • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
    • Updated at: 01.06.2016
    Remote work: On-site

    Based in Bucharest

    Honeywell is the leader in gas detection, fire systems, personal protective equipment, building controls, home comfort and security, and scanning and mobility. Our products and solutions give customers the ability to capture more and better data faster and across a wireless landscape, improve productivity, safety, and security, drive better decision making, and reduce costs. We are at work in 150 million homes, 10 million buildings, 5,000 industrial facilities, and hundreds of gas and electric utilities worldwide. People are our ultimate differentiator. Bring your passion to a fast paced and professional work atmosphere.

    Are you curious about what this role implies?

    • Analyze and clarify low volume, highly complex technical queries from customers and partners through troubleshooting, researching, and recreating of issues;
    • Coverage of Technical Support Helpdesk (Hotline, mail, email, live-chat, social media coverage and web support);
    • Provide pre- and post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues;
    • Backup assistance performing front-line support during times of lower volume and limited staffing;
    • Support cases will have to be timely escalated when appropriate to Tier 3 and/or appropriate resource;
    • Build relationships with customer base and become knowledgeable about the customer’s needs;​
    • Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines;
    • Create, track and monitor CRM records for all incoming support requests. Keep CRM system updated with current information on the support case, related activities and resolution;

    Then you should have:
    • Excellent / Fluent in English, both verbal and in writing
    • Bachelor Degree
    • Understand the technical features and requirements of the electronic products, Smartphone Apps & Server communication
    • Ability to learn complex technical concepts in a short amount of time
    • Minimum 2-3 years related professional experience in a technical product support or help desk environment
    • Experience with Knowledge Management best practices
    • Experience in a multinational environment 

    We are offering:
    • Competitive salary and an attractive benefits package
    • Extensive training programs
    • Career growth opportunities
    • Experienced leaders to support your professional development
    • Dynamic and international work environment

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