Technical Support Specialist II

Technical Support Specialist
We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team. The ideal candidate will provide first-level technical assistance to customers, troubleshoot issues, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving.
What will you do?
Duties and responsibilities:
Provide technical and application support via phone and email in a professional and timely manner
Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation
Develop skills in analytical thinking and holistic problem solving of technical issues to troubleshoot realtime cases, including the correct use of knowledge-based articles
Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support, if necessary
Works closely with Level 2 Engineers/team to solve complex problems and provide customers with all-inone support and solution experience
Contributes to SOPs, new procedures and updates as needed
Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA’s and FCR (First Call Resolution) targets specified by the in-line Manager
What are we looking for?
Qualifications:
< >A degree in engineering is a must, preferably B.E / B.Tech / M.Tech/BCA/MCA/Bsc(IT/Cs)
Experience required:
< >Proven experience of 4- 9 years in technical troubleshooting.Ability to work in shifts: all time zone in US (primarily 6.30pm to 3.30am IST) Good verbal and written communication skills Basic level of proficiency in Microsoft Office Excel and Outlook Good interpersonal and problem-solving skills Ability to work independently and / or in a team environment
How will you do it?
< >Good interpersonal and problem-solving skills Ability to work independently and / or in a team environment
Knowledge, skills, and abilities required: < >Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU etc, is preferred Good understanding of electricals and ability to read and interpret the wiring diagrams Strong customer service know-how Salesforce CRM usage will be an added advantage
Information Security Responsibilities:
< >Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets Adhere to JCI product security standards and guidelines for secured software product development The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes
Any software that is acquired illegally or does not have a valid license shall not be deployed or used. Copying of third party materials without an appropriate license is prohibited < >The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel