What are the responsibilities and job description for the Technical Support Specialist position at honeywell2-pilot?
Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell.
Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk. You will support focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will build internal relationships to expedite complicated cases. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. You will address systemic coordination issues.
Key Responsibilities
- Provide technical and developer support via phone, e-mail and remote access/diagnostics for Niagara based hardware and software solutions. Manage priorities and document all support inquiries in the Customer Relationship Management (CRM) database in a clear and concise manor.
- Follow up to ensure issue resolution and customer satisfaction. Perform root cause analysis on support incidents. Identify and document issues and trends. Apply software maintenance releases and updates for customers via remote access.
- Provide Niagara Developer support. Assist developers in design of appliances and custom applications. Tasks involve reviewing customer code to ensure compliance with Niagara standards and practices. Help developers learn and use Niagara APIs to create the best possible design.
- Create, edit and review technical documentation for new releases and new products. Create and review knowledgebase content.