Lead Tech Supp Specialist
Honeywell is a leading software-industrial company that addresses critical challenges around energy, safety, and security. As a Lead Technical Support Specialist, you will provide first-line technical support to partners, focusing on resolving product or configuration issues and ensuring customer satisfaction.
Responsibilities
- Customer Focus - Handling inbound cases through phone, email, and other options via our ticketing system. Keeping backlog to an extreme minimum while providing timely follow-ups
- Effective Communication – Resolve straightforward technical problems using established communication processes and escalation workflows
- Troubleshooting skills - Resolving straightforward technical problems using established processes and escalation workflows
- Adherence to Policies - Holding to defined workflows and instructions provided by TSG leadership and other senior personnel
- Collaboration and Continuous Learning - This is a development-focused role suited for individuals starting their careers in technical support, with clear paths for advancement through training and performance
Skills
- 1 or more year(s) in related experience troubleshooting software or security equipment, in a contact call center or in-field on prem capacity
- Understanding basic Networking Fundamentals
- TCP/IP Basics
- Basic Network Troubleshooting
- Database Fundamentals: Understanding the purpose of a database, what an SQL database engine is, and how it stores data
- Basic SQL or OS Administration
- Understanding the role of Access Control and Video in Security
- High School Diploma/GED
- Experience providing expert-level customer support
- Excellent interpersonal and communication skills, both written and verbal
- Ability to adapt to changing technology and IT best practices
- Knowledge of industry-specific regulations and compliance
- BA in Electronic/Electrical Engineering or Computer Engineering
Benefits
- Employer-subsidized Medical
- Dental
- Vision
- Life Insurance
- Short-Term and Long-Term Disability
- 401(k) match
- Flexible Spending Accounts
- Health Savings Accounts
- EAP
- Educational Assistance
- Parental Leave
- Paid Time Off (for vacation, personal business, sick time, and parental leave)
- 12 Paid Holidays
Company Overview
Company H1B Sponsorship