Techical Support III

As a Technical Support Specialist at our company, you will be responsible for providing first-level technical assistance to customers, troubleshooting issues, and ensuring a high level of customer satisfaction. Your role will involve communicating effectively, understanding technical systems, and solving problems with dedication.

• *Key Responsibilities:**
• Provide technical and application support via phone and email professionally and promptly
• Understand reported issues and provide accurate resolutions to customers with complete documentation
• Develop analytical thinking skills to troubleshoot technical issues and utilize knowledge-based articles effectively
• Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support when necessary
• Collaborate with Level 2 Engineers to solve complex problems and offer comprehensive support to customers
• Contribute to SOPs, new procedures, and updates as required
• Adhere to specific day-to-day work instructions such as case management in Salesforce and meeting SLA's and FCR targets
• *Qualifications:**
• A degree in engineering (B.E / B.Tech / M.Tech/BCA/MCA/Bsc(IT/Cs) is required
• 4-9 years of proven experience in technical troubleshooting
• Ability to work in shifts covering all time zones in the US, primarily from 6.30 pm to 3.30 am IST
• Good verbal and written communication skills
• Basic proficiency in Microsoft Office Excel and Outlook
• Strong interpersonal and problem-solving skills
• Capability to work independently or as part of a team
• *Additional Information:**
• Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU, etc., is preferred
• Understanding of electrical systems and ability to interpret wiring diagrams
• Familiarity with Salesforce CRM is advantageous
• *Information Security Responsibilities:**
• Adhere to company policies, guidelines, and procedures for protecting information assets
• Follow JCI product security standards and guidelines for secure software development
• Ensure software and licenses are deployed and used in accordance with licensing agreements
• Report all information security incidents, alerts, warnings, and vulnerabilities promptly to authorized personnel

Your role as a Technical Support Specialist will be crucial in ensuring customer satisfaction and resolving technical issues efficiently. As a Technical Support Specialist at our company, you will be responsible for providing first-level technical assistance to customers, troubleshooting issues, and ensuring a high level of customer satisfaction. Your role will involve communicating effectively, understanding technical systems, and solving problems with dedication.

• *Key Responsibilities:**
• Provide technical and application support via phone and email professionally and promptly
• Understand reported issues and provide accurate resolutions to customers with complete documentation
• Develop analytical thinking skills to troubleshoot technical issues and utilize knowledge-based articles effectively
• Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support when necessary
• Collaborate with Level 2 Engineers to solve complex problems and offer comprehensive support to customers
• Contribute to SOPs, new procedures, and updates as required
• Adhere to specific day-to-day work instructions such as case management in Salesforce and meeting SLA's and FCR targets
• *Qualifications:**
• A degree in engineering (B.E / B.Tech / M.Tech/BCA/MCA/Bsc(IT/Cs) is required
• 4-9 years of proven experience in technical troubleshooting
• Ability to work in shifts covering all time zones in the US, primarily from 6.30 pm to 3.30 am IST
• Good verbal and written communication skills
• Basic proficiency in Microsoft Office Excel and Outlook
• Strong interpersonal and problem-solving skills
• Capability to work independently or as part of a team
• *Additional Information:**
• Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU, etc., is preferred
• Understanding of electrical systems and ability to interpret wiring diagrams
• Familiarity with Salesforce CRM is advantageous
• *Information Security Responsibilities:**
• Adhere to company policies, guidelines, and procedures for protecting information assets
• Follow JCI product security standards and guidelines for secure software development
• Ensure software and licenses are deployed and used in accordance with licensing agreements
• Report all information security incidents, alerts, warnings, and vulnerabilities promptly to authorized personnel

Your role as a Technical Support Specialist will be crucial in ensuring customer satisfaction and resolving technical issues efficiently.