Technical Support Specialist
Posted on: June 25, 2022
Join a team recognized for leadership, innovation and
Honeywell is charging into the Industrial IoT revolution with
theestablishment of Honeywell Connected Enterprise (HCE), building
on our heritageof invention and deep, on-the-ground industry
expertise. HCE is the leadingindustrial disruptor, building and
connecting software solutions to streamlineand centralize the
assets, people and processes that help our customers makesmarter,
more accurate business decisions. Moving at the speed of software,
weare creating, innovating and delivering solutions fast,
challenging the waythings have always been done, piloting new ways
for all of us to work, andexpecting our successes to set new
standards for our customers and forHoneywell.
Provide reliable technical assistance to internal and external
customers. You will provide professional coverage of Technical
Support Helpdesk. You will support focus on accuracy, timely
feedback, and customer satisfaction. You will drive timely
identification, investigation, resolution, root cause analysis and
replication of technical issues. You will build internal
relationships to expedite complicated cases. You will develop broad
understanding of customer needs. You will support the
knowledge-sharing mindset, methodology, and tools. You will help
develop Technical Support processes. You will ensure proper
documenting and recording of all activity and communication. You
will address systemic coordination issues.
Provide technical and developer support via phone, e-mail and
remote access/diagnostics for Niagara based hardware and software
solutions. Manage priorities and document all support inquiries in
the Customer Relationship Management (CRM) database in a clear and
Follow up to ensure issue resolution and customer satisfaction.
Perform root cause analysis on support incidents. Identify and
document issues and trends. Apply software maintenance releases and
updates for customers via remote access.
Provide Niagara Developer support. Assist developers in design of
appliances and custom applications. Tasks involve reviewing
customer code to ensure compliance with Niagara standards and
practices. Help developers learn and use Niagara APIs to create the
best possible design.
Create, edit and review technical documentation for new releases
and new products. Create and review knowledgebase content.
YOU MUST HAVE
Experience designing and/or developing commercial or industrial
Experience with direct customer interaction
Knowledge of open industrial and commercial controls communication
Troubleshooting experience involving Microsoft Windows products,
Linux and TCP/IP Networking
Experience with mark-up languages, HTML or XML
SQL database experience
Experience with Niagara Framework a plus
Web site design
Graphic Art design
High level of customer service experience and aptitude including:
the ability to communicate and show patience with technical and
non-technical customers, active listening and inquiring skills to
understand problems, proactively following up with customers to
ensure complete problem resolution and customer satisfaction.
JOB ID: HRD171003
Category: Customer Experience
Location: 3951 Westerre Pkwy Ste 350,Richmond,Virginia,23233,United
Customer Experience (GLOBAL)
Honeywell is an equal opportunity employer. Qualified applicants
will be considered without regard to age, race, creed, color,
national origin, ancestry, marital status, affectional or sexual
orientation, gender identity or expression, disability,
nationality, sex, religion, or veteran status.
Keywords: Honeywell, Richmond , Technical Support Specialist, IT / Software / Systems , Richmond, Virginia
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