Tech Supp Specialist (m/f/d)

As a Tech Supp Specialist here at Honeywell, you will be a key player in providing Level 1 technical support for Fire systems, providing answers and solutions related to the product portfolio. You will report directly to the Manager and you’ll work out of our Warsaw, Poland location on a Hybrid work schedule.

Providing Level 1 technical support for Fire systems, providing answers and solutions related to the product portfolio.

Performance Indicator is that over 70% of all questions are resolved in the first 3 quarters from going live and achieving 80% in the following 2 quarters, maintaining and improving the results constantly.

Key Responsibilities

• Coverage of Technical Support Helpdesk phone & e-mail for EU team.
• Document all interactions with the customers and support the development of internal documentation.
• Handle internal and external customer related issues and concerns through approved communication channels.
• Active involvement in developing the internal/external article database, by constantly creating/updating new and existing articles, with the purpose of facilitating technical information and procedures to customers and being utilized by all team members for solving customer queries.
• Ensuring technical knowledge and expertise on relevant products in a portfolio, including legislative and regulatory approvals, is maintained at a high level.
• Develop FAQ’s, Technical Tips, and ‘How-To ’videos on Hardware and Software applications to achieve KCS maturity.
• Working closely with L2 agents to develop product knowledge and achieve independent call handling (attend Q&A and refresh training sessions, use self-learning sessions in the local lab).
• Comply to Honeywell labor regulations and the department internal rules, ensuring line coverage and being an adept of best practices, following to constantly achieve business KPI’s.

Qualifications

• 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
• Understand customer’s needs 
• Problem solving orientation
• Analytical thinking and attention to details 
• Has a hands-on approach and focused on developing self & others 
• Oral & written communication in Polish and English at all levels  

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.