Techinical Support Specialist
Honeywell
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- Location
- Framingham, MA
- Job type
- Full time
- Posted
- Oct 19
- 3 days ago
Career path
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About the company
Honeywell
Electrical/electronic manufacturing · 10,001+ employees
What you'll do
- Oversee day-to-day operations of the Level 1 support queue.
- Mentor and develop Tier 1 Support Engineers.
- Ensure SLA adherence and efficient case flow.
What you need
- A minimum of 2 years of experience in a technical support role is expected to provide a strong foundation in customer service and technical troubleshooting.
- Analytical Skills - The ability to evaluate and interpret data from customer interactions, performance metrics, and feedback, enabling the specialist to identify trends and areas for improvement within the support team.
- Communication Skills - Strong verbal and written communication skills are essential for conveying feedback clearly and effectively to technical support agents, as well as for preparing reports and documentation.
- Coaching and Mentoring Abilities - Proficiency in coaching and mentoring agents to enhance their performance, including the ability to provide constructive criticism in a supportive and motivating manner.
- Attention to Detail - A keen eye for detail is crucial for accurately assessing interactions, recognizing inconsistencies, and ensuring that quality standards are met in every customer engagement.
- Technical Proficiency - Familiarity with customer support software, Learning Management Systems (LMS), and communication tools is necessary for evaluating interactions and facilitating training programs effectively.
- High School Diploma/GED or BA in Information Technology, Computer Science, Business Administration, or a related area is often preferred.
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Read the full posting here
As a Technical Support Professional here at Honeywell, you will lead and manage a team, providing guidance and technical expertise to resolve complex issues and deliver exceptional customer service. You will report directly to our Sr Tech Supp Supervisor.