Sr. Tech Support Specialist

1 week ago

Mumbai, Maharashtra, India Johnson Controls Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Technical Support Specialist

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team.

The ideal candidate will provide first-level technical assistance to customers, troubleshoot issues, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving.

What will you do?

Duties and responsibilities:

  • Provide technical and application support via phone and email in a professional and timely manner
  • Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation

  • Develop skills in analytical thinking and holistic problem solving of technical issues to troubleshoot realtime cases, including the correct use of knowledge-based articles.

  • Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support, if necessary

  • Works closely with Level 2 Engineers/team to solve complex problems and provide customers with all-inone support and solution experience
  • Contributes to SOPs, new procedures and updates as needed
  • Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting

the SLA's and FCR (First Call Resolution) targets specified by the in-line Manager

What are we looking for?

Qualifications:

  • A degree in engineering is a must, preferably B.E / B.Tech / M.Tech Mechanical Engineering

Experience required:

  • Proven experience of 6- 7 years in technical troubleshooting

How will you do it?

Knowledge, skills, and abilities required:

  • Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU etc, is preferred
  • Good understanding of electricals and ability to read and interpret the wiring diagrams
  • Good verbal and written communication skills
  • Basic level of proficiency in Microsoft Office Excel and Outlook
  • Strong customer service know-how
  • Good interpersonal and problem-solving skills
  • Ability to work independently and / or in a team environment
  • Ability to work in shifts: all time zone in US (primarily 6.30pm to 3.30am IST)
  • Salesforce CRM usage will be an added advantage

Information Security Responsibilities:

  • Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets
  • Adhere to JCI product security standards and guidelines for secured software product development

The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements

  • Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be

duplicated, except for backup and archival purposes

  • Any software that is acquired illegally or does not have a valid license shall not be deployed or used.

Copying of third party materials without an appropriate license is prohibited

  • The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way,

copyrighted material from the Internet on information systems provided by organization, other than

permitted by copyright law

  • Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and

availability of information assets

  • All employees, contractors and third parties shall be responsible to report all information security

incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information

only with authorized personnel

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