Responsibilities

Job Description

As a Tech Support Specialist here at Honeywell, you will play a crucial role in providing exceptional technical support for our customers, ensuring their experience with our products and services is seamless and satisfactory.

In this position, you will deliver dependable technical software support for enterprise quality management software geared toward the life sciences industries to both internal and external customers at the L2 level. You will provide professional coverage of the Technical Software Support center. Your focus will be on ensuring accuracy, providing timely feedback, and enhancing customer satisfaction. You will facilitate prompt identification, investigation, resolution, replication of technical issues, and conduct root cause analysis. You will cultivate internal relationships with product management and R&D teams to expedite complex cases.

Additionally, you will gain a comprehensive understanding of customer needs. You will promote a culture of knowledge-sharing, utilizing effective methodologies and tools. You will assist in developing processes for Technical Software Support and ensure that all activities and communications are accurately documented and recorded. You will also address any systemic coordination challenges.

Responsibilities

Lead resolution of complex and escalated support cases, ensuring timely closure and maintaining high case hygiene standards
Adhere to established support protocols to build strong client relationships and deliver consistent, high-quality service
Collaborate with cross-functional teams to compile and present summaries of recurring client issues

Technical Skills & Domain Expertise

Proficiency in Salesforce platform, including Salesforce Flow and case lifecycle management
Experience with CRM tools and support ticketing systems
Debugging skills across cloud-based applications and workflows
Basic understanding of life sciences domain and terminology
Working knowledge of SQL and at least one programming language (Java, Python, or Apex)

Qualifications

QUALIFICATIONS

B.E./B.Tech in Computer Science, Information Technology, or Electronics & Communication
2-5 years of experience in technical support or client-facing engineering roles
Proven track record in managing complex and escalated support cases with a focus on client satisfaction and process hygiene
Excellent communication and collaboration skills, with demonstrated success in client engagement and internal teamwork
Proactive mindset with a commitment to continuous improvement in support operations
Flexibility to work rotational shifts across APAC, EMEA, NA regions and weekends

Required Skills

TrackWise, TrackWise Digital, Salesforce, DBMS

About Us

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.

Tech Supp Professional