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, 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 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 Positive 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