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.In this role, you will provide reliable technical assistance to both internal and external customers. You will learn every facet of our core Software Products and provide support for users with a keen focus on accuracy, timely feedback, and customer satisfaction. You will learn to drive timely identification, investigation, resolution, root cause analysis and replication of technical issues, becoming a product subject matter expert and sharing your depth and knowledge of the product. Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk. You will 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 RESPONSIBLITIES
Investigate, identify and resolve software related issues
Monitor and document support requests within the CRM system (ZenDesk)
Provide technical guidance to both internal and external customers
Build relationships with cross functional teams and external customers
Reproduce technical issues reported by customers in a test environment
Confirming defective behavior and/or submit enhancement requests to product management team
Share product knowledge via white papers, knowledge base articles and presentations to internal and external stakeholders
YOU MUST HAVE
Minimum 1 year of customer facing background
2+ years experience MS Office (Word, Excel, Powerpoint, Basic knowledge of Pivot Tables and Formulas, Conditional Formatting)
WE VALUE
Bachelor's degree in Computer Science, Information Technology, Software Engineering, or STEM discipline
Experience troubleshooting Saas (Software as a service) products
Excellent verbal & written communication skills
Strong continuous improvement mindset, strong leadership impact
Salesforce.com and SharePoint, and Zendesk
Demonstrated expertise with Knowledge Management & Call Center Management
Good administration skills
Businesses product programming languages
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.