Tech Supp Professional

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.

• 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
• Participate in client calls with colleagues to accelerate resolution of Severity-1 and Severity-2 issues; initiate triage and pager duty when needed
• Collaborate with cross-functional teams (SE R&D, DevOps, Salesforce) to compile and present summaries of recurring client issues
• Champion the Queue Review initiative to enhance case hygiene and minimize SLA breaches through regular updates and team training

Technical Skills & Domain Expertise

• Proficiency in Salesforce platform, including Salesforce Flow and case lifecycle management
• Experience with CRM tools and support ticketing systems
• Strong command of Microsoft tools (Excel, PowerPoint, Outlook, Teams)
• 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)
• Ability to generate and interpret visual reports (charts, tables) for case analytics

Qualifications

• 1- 2 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
• Strong analytical capabilities with experience in trend analysis and data visualization
• 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