Technical Support Specialist

Job Title: Technical Support Specialist

Location: Pune

Note: Should be available to work in shifts: all time zone in US (primarily 6.30pm to 3.30am IST)

Job Description:

• 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.

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

Qualifications:

• A degree in engineering is a must, preferably B.E / B.Tech / M.Tech/BCA/MCA/Bsc(IT/Cs)

Experience required:

• Proven experience of 4- 9 years in technical troubleshooting.
• Ability to work in shifts: all time zone in US (primarily 6.30pm to 3.30am IST) Good verbal and written communication skills Basic level of proficiency in Microsoft Office Excel and Outlook
• Good interpersonal and problem-solving skills
• Ability to work independently and / or in a team environment

How will you do it?

• Good interpersonal and problem-solving skills
• Ability to work independently and / or in a team environment

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
• Strong customer service know-how 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