Technical Support Specialist

What will you do?

Duties and responsibilities:
- 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 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 workplace

How will you do it?

Good interpersonal and problem-solving skills Ability to work independently and / or in a team environment
- Knowledge, skills, and abilities required:
Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU etc, is preferred Good understanding of electricals and ability to read and interpret the wiring diagrams Strong customer service know-how Salesforce CRM usage will be an added advantage

Information Security Responsibilities:
Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets Adhere to JCI product security standards and guid

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