Technical Support Specialist
We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team. The ideal candidate will provide first-level technical assistance to customers, troubleshoot issues, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving.
What will you do?
Duties and responsibilities:
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, recent 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 are we looking for?
Qualifications:
< >A degree in engineering is a must, preferably B.E / B.Tech / M.Tech/BCA/MCA/Bsc(IT/Cs)
Experience required:
< >Proven experience of 4- 9 years in technical troubleshooting.Ability to work in shifts: all time zone in US (primarily 6.30pm 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

📌 Technical Support Specialist II (Pune)
🏢 Johnson Controls
📍 Pune