About This Role
As a Technical Support Specialist at Honeywell, you will play a crucial role in providing Level 1 technical support for Fire systems, addressing inquiries and solutions related to the product portfolio. You will report directly to the Manager and work on a hybrid schedule.
Responsibilities
- Provide Level 1 technical support for Fire systems, addressing inquiries and solutions related to the product portfolio.
- Ensure that over 70% of all questions are resolved in the first three quarters after going live, achieving 80% in the following two quarters while maintaining and improving results.
- Cover the Technical Support Helpdesk phone and email for the EU team.
- Document all interactions with customers and support the development of internal documentation.
- Handle internal and external customer-related issues and concerns through approved communication channels.
- Actively contribute to developing the internal/external article database by creating and updating articles to facilitate technical information and procedures for customers and team members.
- Maintain high technical knowledge and expertise on relevant products in the portfolio, including legislative and regulatory approvals.
- Develop FAQs, Technical Tips, and ‘How-To’ videos on Hardware and Software applications to achieve KCS maturity.
- Collaborate closely with L2 agents to enhance product knowledge and achieve independent call handling by attending Q&A and refresh training sessions and utilizing self-learning sessions in the local lab.
- Comply with Honeywell labor regulations and internal department rules, ensuring line coverage and adherence to best practices to consistently achieve business KPIs.
Requirements
- Degree-level technical background achieved through appropriate educational study.
- Previous experience in a technical support environment.
- Strong knowledge of Windows 7, 8, 10; Server 2008, 2012.
- Strong knowledge of Microsoft Outlook.
- Ability to understand customer needs.
- Problem-solving orientation.
- Analytical thinking and attention to detail.
- Hands-on approach with a focus on personal and team development.
- Oral and written communication skills in Polish and English at all levels.
Benefits
- Equal opportunity employer valuing diversity.
- Reasonable accommodations for individuals with disabilities during the application or interview process.
About the Company
Honeywell Technologies is a global automation company dedicated to solving the world’s most mission-critical challenges, enhancing the quality of life for people and communities. We serve the building, industrial, and process sectors with a broad portfolio of services, solutions, and products, supported by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. With over 50,000 employees and decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.
