Tech Supp Professional

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

Qualifications

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

• 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