+ Coverage of Technical Support Helpdesk (Hotline, mail, live-chat, and web support)
+ Provide pre- and post-sales technical assistance for internal and external 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.
+ Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to tier 2 and/or management.
+ Build relationships with customer base and become knowledgeable about the customer’s needs. 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 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.
+ Deliver product training & product presentation to colleagues
+ Act as a point of contact for Technical Support Specialists
+ Onboarding buddy for new hires
+ Responsible for queue management
+ Handle requests from our Platinum Partners
+ Provide technical support to EMEA customers
+ Fluent in English (verbal and written) and proficient in German (verbal and written).
+ Bachelor's degree in a technical field or equivalent experience with relevant certifications.
+ 2-3 years of experience in Technical Support or Service Desk roles within a multinational environment, with knowledge management and call center best practices.
+ Strong problem-solving skills with basic knowledge of computers, electronic concepts, and experience with various operating systems including Windows CE and Windows Mobile.
+ Familiarity with industry technologies such as barcode symbologies, imaging, wireless protocols (WLAN, GPRS, GPS, Bluetooth), and basic networking knowledge; certifications like CWNA, CCNA are a plus.
+ Excellent communication skills, with the ability to listen, present, and document information clearly, and build good customer relationships.
+ Results-driven, proactive, able to multi-task, prioritize, and work independently or in teams; committed to continuous improvement and knowledge sharing.
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.