Technical Support Professional - Mission-Critical Emergency Systems

Honeywell International, Inc.; Tempe (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading technology firm is seeking a Technical Support Professional to provide expert technical support to customers and resolve complex issues. The ideal candidate has over 4 years of experience in technical support, strong problem-solving skills, and a commitment to customer satisfaction. This position is based in Atlanta and involves collaborating with teams to improve customer experience.

Qualifications

• 4+ years of proven experience in technical support or similar role.
• Expertise in technologies and products, combination of HW and SW.
• Strong customer focus and commitment to customer satisfaction.

Responsibilities

• Provide expert technical support to customers, resolving complex issues.
• Document customer technical support needs in CRM.
• Collaborate with cross-functional teams for technical support solutions.

Skills

Technical support experience

Problem-solving abilities

Communication skills

Customer focus

Education

Bachelor’s degree in Engineering

Tools

CRM software

Network troubleshooting

Job description

As a Technical Support Professional here at US Digital Designs by Honeywell, you will play a crucial role in supporting our US Digital Designs customers. USDD is unleashing the power of digital to transform the emergency response landscape with our IP-based station alerting system. You will join a team committed to offering our customers the highest level of support. This position supports our customers after implementation of US Digital Designs offerings to provide and support Mission-Critical Systems that (literally) help Save Lives and Property – so respect and service to these customers and the community they serve is paramount.

You will report directly to our Customer Operations Leader and you'll work out of our Atlanta, GA location.

In this role, you will impact the success of our US Digital Designs team by working to exceed our customer’s experience. We prefer whatever combination of skills and experience that would serve our customers and communities best.

KEY RESPONSIBILITIES

• Provide expert technical support (configuration, troubleshooting, etc.) to customers, resolving complex technical issues including both e-mails and support calls.

• Document customer technical support needs in CRM for tracking.

• Create knowledge articles and entry level training based on root cause analysis of support.

• Collaborate with cross-functional teams to develop and implement technical support remedies.

• Participate in technical reviews and provide feedback to offering and engineering teams.

YOU MUST HAVE

• Be on a rotating on-call schedule

• 4+ years of proven experience in technical support or a similar role.

• Expertise in technologies and products, combination of HW and SW.

• Experience supporting technical and non-technical customers.

• Strong problem-solving and analytical abilities.

• Excellent written and verbal communication skills.

• Strong customer focus and commitment to customer satisfaction.

WE VALUE

• Technical or Bachelor’s degree in Engineering or a related field

• Extensive network troubleshooting

• Experience with complex customer configurations (radio, network, application, and apps).

• Knowledge of software testing and debugging techniques

• USDD Offerings Experience

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.

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.