As a Tech Supp Specialist here at Honeywell, you will be a key player in providing Level 1 technical support for Fire systems, providing answers and solutions related to the product portfolio. You will report directly to the Manager and you’ll work out of our Prague, Czech Republic location on a Hybrid work schedule.
ResponsibilitiesProviding Level 1 technical support for Fire systems, providing answers and solutions related to the product portfolio.
Key Responsibilities
- Coverage of Technical Support Helpdesk phone & e-mail for EU team.
- Document all interactions with the customers and support the development of internal documentation.
- Handle internal and external customer related issues and concerns through approved communication channels.
- Active involvement in developing the internal/external article database, by constantly creating/updating new and existing articles, with the purpose of facilitating technical information and procedures to customers and being utilized by all team members for solving customer queries.
- Prepare and run product tests, document and report results
- Develop FAQ’s, Technical Tips, and ‘How-To ’videos on Hardware and Software applications to achieve KCS maturity.
- Working closely with L1 / L2 agents to develop product knowledge and achieve independent call handling (attend Q&A and refresh training sessions, use self-learning sessions in the local lab).
- Comply to Honeywell labor regulations and the department internal rules, ensuring line coverage and being an adept of best practices, following to constantly achieve business KPI’s.
- Degree level technical background achieved through appropriate educational study.
- Preferred : previous experience in a technical support environment
- Strong knowledge of Windows 7, 8, 10; Server 2008, 2012
- Strong knowledge of Microsoft Outlook
- Understand customer’s needs
- Problem solving orientation
- Analytical thinking and attention to details
- Has a hands-on approach and focused on developing self & others
- Oral & written communication in Polish and English at all levels
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.
About UsHoneywell 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.Skills Required
- Degree-level technical background through appropriate educational study
- Strong knowledge of Windows 7, Windows 8, and Windows 10
- Strong knowledge of Windows Server 2008 and 2012
- Strong knowledge of Microsoft Outlook
- Oral and written communication skills in Polish and English
- Previous experience in a technical support environment
- Customer needs understanding and problem-solving orientation
- Analytical thinking and attention to detail
- Hands-on approach and focus on developing self and others
