Job Details

The Technical Support Specialist’s primary responsibility is to provide first level technical support to customers using Honeywell Building products as well as escalation support to the Technical Support Specialist  

Principal Responsibilities

• Handle internal and external customer related issues and concerns
• Maintain acceptable call evaluation requirement , KPIs & VOC
• Develop FAQs , Technical Tips, and ‘How-To ’videos on Hardware and Software applications
• Support the development of internal documentation
• Actively participate in departmental activities and initiatives including self help

Requirements:

• High School Diploma
• Business fluent in written and spoken German & English
• 2-5 years of Customer Support, preferably technical support Basic understanding of electronics concepts would be an advantage
• Knowledge/experience with CRM/SAP would be an advantage
• Intermediate level of MS office skills (Excel, Word, Outlook, PowerPoint)

Skills: (We value)

• Process documentation skills
• User level for SFDC or similar case management
• Operational knowledge of SharePoint based tools,
• Customer tools/portals knowledge as required by portfolio of customers (specific to the company and market- to be deleted)
• High level of customer orientation
• Excellent written and spoken communication skills (phone, mail, email)
• Ability to build relationships and networks in a virtual team environment
• Strong team player with the ability to take ownership and follow-through
• Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement
• Demonstrated solution-oriented, pro-active “can do” attitude, Willingness and ability to work under own initiative
• Self-motivated with assertive communication skills, positive and result oriented attitude
• Well organized with good time management, result oriented

Behaviours

• Have a Passion for Winning
• Act with Urgency
• Be Committed
• Be Courageous
• Become Your Best

Time allocation

• 65% Operational execution
• 10% Personal development
• 15% KCS Creations
• 10% Admin