Technical Support Specialist
About Johnson Controls
What you will do
How you will do it
- Provide technical and application support via phone and email in a professional and timely manner
- Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation
- Develop skills in analytical thinking and holistic problem solving of technical issues to troubleshoot realtime cases, including the correct use of knowledge-based articles
- Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support, if necessary
- Works closely with Level 2 Engineers/team to solve complex problems and provide customers with all-inone support and solution experience
- Contributes to SOPs, new procedures and updates as needed
- Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA's and FCR (First Call Resolution) targets specified by the in-line Manager
What we look for
- A degree in engineering is a must, preferably B.E / B.Tech / M.Tech/BCA/MCA/Bsc (IT/Cs)
- Proven experience of 4- 9 years in technical troubleshooting.
- Ability to work in shifts: all time zone in US (primarily 6.30 pm to 3.30am IST)
- Good verbal and written communication skills
- Basic level of proficiency in Microsoft Office Excel and Outlook
- Good interpersonal and problem-solving skills
- Ability to work independently and / or in a team environment
How will you do it?
- Good interpersonal and problem-solving skills
- Ability to work independently and / or in a team environment
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.
Not included in the source posting: what you'll do, qualifications, benefits.
Skills
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