Emea Payments Tech Support Specialist - Api & Integration

Ria Money Transfer, Inc.; Alcobendas; Presencial; EUR 42.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salario competitivo

Reconocimiento por desempeño

Formación interna y desarrollo

Seguro médico privado

Plan de pensiones

Descripción de la vacante

Honeywell Technologies is seeking a Technical Support Engineer to diagnose and resolve software, hardware, and IoT-related issues for customers. You will work with Niagara-based BMS solutions, provide remote and on-site guidance when needed, and contribute to knowledge bases and documentation.

You will communicate clearly via email and phone, escalate complex problems to Tier 3, and collaborate with partners to ensure timely resolutions. English and Spanish proficiency required.

Formación

• Strong Customer Service & Technical support skills.
• Degree in Energy, Electrical, Automation, Electronics, IT Engineering.
• Knowledge of HVAC applications, Niagara (Tridium) and BMS systems.
• Experience with networks and connectivity.
• Familiarity with IT infrastructure and communication protocols.

Responsabilidades

• Provide technical support.
• Build relationships with customers.
• Test products & software.
• Develop and share knowledge.
• Support the Technical Support Helpdesk (Phones, mail, email, web).
• Transfer product knowledge to internal Sales and Partners.

Conocimientos

Customer service

Technical support

IT networking

BMS knowledge

Electrical concepts

Niagara (Tridium)

HVAC knowledge

Field devices

Driving license

Communication skills

Educación

Degree in Energy, Electrical, Automation, Electronics, IT Engineering

Herramientas

CRM (Service Console) NEX

Remote desktop

Descripción del empleo

Technical Support Engineer

**Purpose of the Job**
Primary responsibility is to help customers to solve technical issues (post sales).
**Key assignments include:**

• Case Management: recording and tracking of all activities in CRM (Service Console) NEX and taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Developing and maintaining technical Knowledge Base content
• Timely communication to customers with focus on customer service and relationship building.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

**Job brief**
We are looking for a Technical Support Engineer to provide assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers with our applications, programs and hardware.
Technical Support Engineer responsibilities include resolving issues with our products using remote desktop connections to provide immediate support. You will use email and phone to give customers/ partners quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If it is necessary, you will go with our BMS partner in order to solve the issue directly to the installation.
To be familiar with IoT would be very positively evaluated to be prepared for the in-place Honeywell's strategy.
The main product responsibility will be in Niagara software support. This can be a PC based supervisor installation, or a field controller based BMS application including integration options.
The peripheral devices like I/O modules and connected field devices are part of the support.
All devices are communicating via internet and serial wired connections. Due to that, knowledge about IT infrastructure and communication protocols is needed.
**To be qualified for this role, you should possess extensive knowledge in a relevant field, like technical engineer (industrial, mechanical, telecommunications, IT .). If you're naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we'd like to meet you.
Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.
**Principal Responsibilities**

• Provide technical support
• Build relationships with customers
• Test products & software
• Develop and share knowledge
• Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio
• Transfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins, webinars.)
• Provide mainly post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
• Participate and contribute to team meetings and other company meetings across the Honeywell organization.
• Support of BMS New Product Introduction through NPI introduction programs
• Facilitate issue identification and analysis
• Investigate and resolve technical issues
• Track requests resolution.
• Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to Tier 3 and/or appropriate resources.
• Build relationships with customer base and become knowledgeable about the customer's needs. If the question could not be answered within the initial contact, keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality.
• Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
• Create, track and monitor CRM records for all incoming support requests. Keep the CRM system updated with current information on the support case, related activities and resolution.
• Maintain and extend product knowledge by self-study and by attending relevant training sessions.

**Language Requirements**
- Fluent in **English and Spanish**, verbal and in writing.
**Technical Skills & Specific Knowledge Required**

• Strong Customer Service & Technical support skills - ability to quickly gain customers trust and confidence.
• **Degree in Energy, Electrical, Automation, Electronics, IT Engineering**
• Knowledge of computers, electric & electronic concepts and devices
• Knowledge of BMS
• An interest in technology
• Experience with networks and connectivity
• Strongly preferred is a selection of the following competencies:
  • Knowledge of HVAC applications
  • Knowledge about the Niagara technology by Tridium
  • Knowledge in field devices
  • Strong problem-solving skills - ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers.
• Driving license

**Behavioral Competencies Required**

• Growth and customer focus
• Gets results: Proactive and resourceful Able to drive the activities necessary to bring tasks to conclusion Must be able to multi-task, prioritize and work independently as well as in a Team environment
• Communication skills: Excellent telephone skills Strong listening skills to really understand a customer problem or question Ability to present information clearly and concisely, in verbal and written forms.Ability to communicate and build relationships comfortably with customersExcellent writing skills. Much of the work will be written (email, documentation etc.)
• Champions Change, continuous improvement mindset
• Fosters teamwork and diversity, knowledge sharing mindset
• Attitude to travel and drive (less than 10%)

**We Offer**

• Salario competitivo, con revisiones periódicas en función de tu desempeño.
• Programas de reconocimiento
• Plataformas de formación internas y externas para impulsar tu aprendizaje y desarrollo profesional.
• Redes globales de empleados que te permitirán conectar, compartir experiencias y seguir creciendo profesionalmente.
• Programa de Asistencia al Empleado (EAP): servicio gratuito y confidencial de apoyo ante situaciones relacionadas con el trabajo, la vida personal o asuntos familiares.
• Línea de Integridad: canal seguro, privado y confidencial para comunicar de buena fe posibles incidencias o incumplimientos en el entorno laboral.
• Actividades periódicas de participación y conexión entre empleados, promoviendo un entorno de trabajo inclusivo y diverso.
• Plan de pensiones con aportaciones de la empresa, para ayudarte a construir tu futuro financiero.
• Acceso a seguro médico privado, incluido el reembolso de tratamientos hospitalarios previamente aprobados por la aseguradora.
• Beneficios flexibles adaptados a tus necesidades, incluyendo cheques o vales de comida, guardería y transporte, así como opciones de seguro médico para familiares.
• Seguro de vida con una amplia cobertura, ofreciendo protección financiera y tranquilidad para ti y tu familia

**Equal Opportunities**
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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Join a team recognized for leadership, innovation, and diversity.
Honeywell Technologies is a global, pure‑play automation company with a legacy of innovating to help solve the world's most mission‑critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector's transition from automation to autonomy.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.