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Honeywell isseeking a talented Technical Support Specialist, who will have the opportunityto provide troubleshooting expertise and driving resolution to a variety ofqueries (both technical and non-technical) from our integrators (VAR),end-users, and internal employees. The technical support department is tightly coordinatedregionally and with other support teams across the globe.

You willplay a crucial role in resolving complex technical issues, deliveringexceptional customer service, and ensuring the success of our technical supportoperations. Your strong technical skills, leadership abilities, and commitmentto customer satisfaction will be essential in driving customer loyalty andachieving business goals.

You will report directly to a US based Technical Support Manager and you'llwork out of our Brazil location on a hybrid work schedule with up to 40% travelfor on-site customer technical trainings as required.

In this role, you will impact customer satisfaction, team performance, processimprovement, collaboration, customer success and business growth.

Key Responsibilities

• Provide expert technical support to customers, resolving complex technical issues for products in a combination of OnGuard, Netbox, and Elements Ecosystems
• Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
• Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
• Work directly with other technical support staff, quality assurance, senior technical support staff, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
• Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
• Perform on-site customer technical training with up to 40% travel as needed for on-site customer training
• Contribute content to our growing knowledge base.
• Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods

YOU MUST HAVE

• Associate degree in computer science, IT, electronics, or equivalent experience with supporting software-based products or Access Control systems. (preferred)
• Minimum of 1 years related experience in Technical Support
• OnGuard system knowledge/experience

WE VALUE

• Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA (preferred)
• NetBoxTechnical Skills
  
  More About Us
  
  The future is what we make it!
  
  The world is changing. And it's a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We're building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.
  
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  At Honeywell, we make a lot of incredible things. But most importantly, we make the future, and are looking for people to join our team global team of future shapers. There's a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/
  
  When you join Honeywell, you become a member of our performance culture. Our people are committed to each other and to the realization of our vision through their unique job functions. Our businesses embrace the challenges of innovation so that we define the future. And our global opportunities are endless for you to grow and get recognized for your passion to perform.

Additional Information

• JOB ID: HRD244871
• Category: Customer Experience
• Location: Av Tambore 267,Barueri,SAO PAULO,06460-000,Brazil
• Nonexempt

Global (ALL)