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Technical Support Specialist

Company: Honeywell
Location: Richmond
Posted on: June 25, 2022

Job Description:

Join a team recognized for leadership, innovation and diversity

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.

Key Responsibilities

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 concise manor.
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.


Bachelor's degree


Experience designing and/or developing commercial or industrial controls applications
Experience with direct customer interaction
Knowledge of open industrial and commercial controls communication protocols
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.

Additional Information

JOB ID: HRD171003
Category: Customer Experience
Location: 3951 Westerre Pkwy Ste 350,Richmond,Virginia,23233,United States
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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