As a Technical Support Professional, you are empowered to take ownership of tasks and be able to create an environment where you work to inspire customer loyalty and significantly enhance the overall Security Products Technical Support and customer experience. It is essential you proactively anticipate customer needs and expectations whilst maintaining a high level of professionalism with customers.

To join the team, all you need is the right attitude to service excellence, good communication skills, and self-motivation with a great personality. The ability to work as part of a team is essential, as you will be supporting a team of Advanced Engineers in a level 2 and 3 capacity.

Main job responsibilities include:

• 1st line of support to Security Products Technical engineers and stakeholders over touchpoints; phone and e-mail.
• Manage and log requests on Security Products asset system Salesforce/ NEX.
• Support Honeywell brands with further touchpoints under the multi-range support umbrella.
• Issuing customers with literature that can support and promote self-help.
• Develop FAQ's, Technical Tips, and 'How-To 'videos on Hardware and Software applications to achieve KCS maturity.
• Supporting other parts of the business to resolve escalated issues arising from customer contact, i.e., complaint ownership and call escalation.
• Responsible for Inbound/Outbound Calls in relation to all types of queries and escalations from internal and external customers.
• Effective problem resolution on basic and non-technical cases.
• Data collection through Salesforce/ NEX.

Key Results areas:

• Increase customer satisfaction and promote self-help.
• Consistent high level of service achieved through the team for the customer.
• Accurate case logging supporting level 2 and 3 engineers.
• KPIs on call response and closure.

What you bring:

• Experience of working in a Customer Service environment.
• Exceptional interpersonal and communication skills to support all levels of customers, both internal and external.
• Excellent problem solver with a methodical and consistent approach to their work.
• Effective time management and organizational skills.
• Computer literate - MS Office, specifically Excel and Outlook.
• Salesforce experience preferable.
• Technical background either from IT, electronics or Security Products perspective, including access control, alarm systems, and CCTV.
• Second language required: English and Spanish.

We offer:

• Competitive Salary regularly increased based on your performance.
• Enjoy 25 vacation days per year, plus extra days off for life's special events.
• Meal vouchers.
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers).
• Medical Insurance Plan paid by the company.
• Equal opportunity statement

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.

Join us now and make an impact!

#FutureShaper

#LI-Hybrid

Additional Information

• JOB ID: HRD257172
• Category: Customer Experience
• Location: 3 George Constantinescu,,Upground building, 5th floor (entrance A) District 2,Bucharest,BUCURESTI,020339,Romania
• Nonexempt