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Honeywell is seeking a talented Technical Support Specialist, who will have the opportunity to provide troubleshooting expertise and driving resolution to a variety of queries (both technical and non-technical) from our integrators (VAR), end-users, and internal employees. The technical support department is tightly coordinated regionally and with other support teams across the globe.
You will play a crucial role in resolving complex technical issues, delivering exceptional customer service, and ensuring the success of our technical support operations. Your strong technical skills, leadership abilities, and commitment to customer satisfaction will be essential in driving customer loyalty and achieving business goals.

You will report directly to a US based Technical Support Manager and you’ll work out of our Brazil location on a hybrid work schedule with up to 40% travel for on-site customer technical trainings as required.

In this role, you will impact customer satisfaction, team performance, process improvement, collaboration, customer success and business growth.

Key Responsibilities

• Provide expert technical support to customers, resolving complex technical issues for products in a combination of On Guard, Netbox, and Elements Ecosystems
• Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
• Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
• Work directly with other technical support staff, quality assurance, senior technical support staff, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
• Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
• Perform on-site customer technical training with up to 40% travel as needed for on-site customer training
• Contribute content to our growing knowledge base.
• Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods

YOU MUST HAVE

• Associate degree in computer science, IT, electronics, or equivalent experience with supporting software-based products or Access Control systems. (preferred)
• Minimum of 1 years related experience in Technical Support
• On Guard system knowledge/experience

WE VALUE

• Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA (preferred)
Net Box Technical Skills

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Additional Information

• JOB ID: HRD244871
• Category: Customer Experience
• Location: Av Tambore 267,Barueri,SAO PAULO,06460-000,Brazil
• Nonexempt