CZ

Position details

Technical Support Professional – Brno – PPE Team

Location: Brno – Research and Development Center
I'm interested

Build business acumen while learning to address customer's technical needs.

Be part of a team that is solving complex technical problems for the customer. Learn to apply highest standards of customer support.

In this role you will be providing reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk trough phone, email, and chat. You will support focused on accuracy, timely feedback, relationship building and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools by developing and maintaining technical knowledge base content.

You will help develop Technical Support processes and ensure proper documenting and recording of all activity, communications, and interactions with customers.

You will develop strong listening skills to really understand a customer problem or question, to present information clearly and concisely, in verbal and written forms. The ability to simplify the solution for a customer.

You will need to apply teamwork with other groups and functions as a way to investigate and resolve customer requests.

Due to restrictions, only EU or US Citizens can be considered for this role.

Your Key Responsibilities:

• Represent the company in a professional and business-like manner.
• Customer registration & tracking of all activities in CRM (SFDC).
• Remote (phone, email, chat, and web) diagnostic, analysis, identification, investigation, and resolution of technical support requests.
• Comply with established business processes, procedures, and standard work.
• Developing and maintaining technical knowledge base content through CRM (SFDC).
• Timely communication (follow up) with customers with focus on customer service and relationship building.
• Escalate issues in a timely manner while following the established standard work.
• Cross function communication and collaboration within the organization (peers, teams, groups, hubs, etc.) to solve customer requests.
• Proactively maintain and extend product knowledge by self-study, testing products/software and by attending technical trainings on a weekly, monthly basis (per defined agenda).
• Work on a daily basis always in full compliance with the site code of conduct and ground rules.
• Develop and provide training (soft kills, product, tools, systems, etc.) to peers.
• Act as onboarding partner for new hires.
• Support the operation with reporting, analytics and/or administrative tasks.
• Act as a backup and provide support for the T2 group.
• Identify areas of opportunity and lead/participate in improvement initiatives (Projects, Kaizen, 5S, HOS, RPS, etc.)

You Must Have:

• EU or US Citizenship is a must!
• Fluent English & Spanish (Oral and Verbal)
• High School Diploma or equivalent combination of education, experience, and industry recognized certifications.
• Good interpersonal, verbal, and written communication skills.
• Experience in a Customer/Product Support related role.
• Demonstrated experience with Knowledge Management

We Value:

• Bachelor’s degree in Engineering, Management, Computer Science, or a technology related discipline.
• Experience in the industry is preferred.
• Strong continuous improvement mindset, strong leadership impact
• Experience with Salesforce.com and Call Centre best practices
• Excellent time, priority, and tasks administration skills.
• Skillful teamwork, diversity, knowledge sharing and reliability mindset.
• Must be able to multi-task, prioritize and work independently as well as in a Team environment.
• Demonstrate leadership skills and sense of urgency.
• Analytical mindset and skills to pinpoint areas of opportunity within the team

We Offer:

• Dynamic and creative international work environment
• Competitive salary
• Professional development plans including trainings and further career opportunities.
• Attractive benefits including an extra week of holidays, semi-flexible working hours, additional pension insurance, meal allowance, cafeteria system, etc.
• Daily use of foreign languages
• Expert leaders to support your professional development

If this is your dream role, then we'd love to hear from you.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Contact

Honeywell, spol. s r.o.
Joao Baptista