As a Technical Support Specialist, 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 efficiently. **Key Responsibilities:**
Provide technical and application support via phone and email promptly and professionally
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 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, including case management in Salesforce, meeting SLAs, and achieving FCR targets
**Qualifications Required:**
A degree in engineering (B.E/B.Tech/M.Tech/BCA/MCA/Bsc(IT/Cs)
4-9 years of proven experience in technical troubleshooting
Ability to work in shifts covering all time zones in the US, primarily 6.30pm to 3.30am IST
Good verbal and written communication skills
Basic proficiency in Microsoft Office Excel and Outlook
Strong interpersonal and problem-solving skills
Ability to work independently or in a team environment
**Additional Company Details:**
As part of your role, you will be expected to possess knowledge of HVAC equipment such as chiller, RTU, FCU, AHU, along with a good understanding of electrical systems and the ability to interpret wiring diagrams. Familiarity with Salesforce CRM will be advantageous. **Information Security Responsibilities:**
Adhere to JCI policies and guidelines for protecting information assets
Follow JCI product security standards for software development
Ensure software licensing agreements are adhered to
Report any information security incidents, alerts, or vulnerabilities promptly
Implement physical and technical safeguards to protect information assets
By following these responsibilities and qualifications, you will contribute to maintaining a high level of customer support and information security within the organization. As a Technical Support Specialist, 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 efficiently. **Key Responsibilities:**
Provide technical and application support via phone and email promptly and professionally
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 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, including case management in Salesforce, meeting SLAs, and achieving FCR targets
**Qualifications Required:**
A degree in engineering (B.E/B.Tech/M.Tech/BCA/MCA/Bsc(IT/Cs)
4-9 years of proven experience in technical troubleshooting
Ability to work in shifts covering all time zones in the US, primarily 6.30pm to 3.30am IST
Good verbal and written communication skills
Basic proficiency in Microsoft Office Excel and Outlook
Strong interpersonal and problem-solving skills
Ability to work independently or in a team environment
**Additional Company Details:**
As part of your role, you will be expected to possess knowledge of HVAC equipment such as chiller, RTU, FCU, AHU, along with a good understanding of electrical systems and the ability to interpret wiring diagrams. Familiarity with Salesforce CRM will be advantageous. **Information Security Responsibilities:**
Adhere to JCI policies and guidelines for protecting information assets
Follow JCI product security standards for software development
Ensure software licensing agreements are adhered to
Report any information security incidents, alerts, or vulnerabilities promptly
Implement physical and technical safeguards to protect information assets
By following these responsibilities and qualifications, you will contribute to maintaining a high level of customer support and information security within the organization.
