Roumanie, BucharestRoumanie, Bucharest


Date de publication 18.02.2024

Senior Technical Support Professional with French

Join a team recognized for leadership, innovation and diversity

The future is what we make it.

When you join Honeywell, you become a member ofour global team of thinkers, innovators, dreamers and doers who make the thingsthat make the future. That means changing the way we fly, fueling jets inan eco-friendly way, keeping buildings smart and safe and even making itpossible to breathe on Mars.

Working at Honeywell isn't just about developingcool things. That's why all our employees enjoy access to dynamic careeropportunities across different fields and industries.

Are you ready to help us make the future?

We have an opportunity for a Senior TechnicalSupport Specialist to join our Honeywell Building Technologies teamin Bucharest.

Job purpose:

Providing Level 1 technical support for Security systems (Access Control, Video surveillance and Intrusion detection), providing answers and solutions related to the product portfolio.

Performance Indicator is that over 70% of all questions are resolved in the first 3 quarters from going live and achieving 80% in the following 2 quarters, maintaining and improving the results constantly.
In this role, you will 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 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.

Key Responsibilities:

  • Coverage of Technical Support Helpdesk phone & e-mail
  • Document all interactions with the customers
  • Point of escalation for Level I Specialists
  • Handle internal and external customer related issues and concerns through approved communication channels
  • Active involvement in developing the internal/external article database, by constantly creating/updating new and existing articles, with the purpose of facilitating technical information and procedures to customers and being utilized by all team members for solving customer queries.
  • Ensuring technical knowledge and expertise on relevant products in a portfolio, including legislative and regulatory approvals, is maintained at a high level.
  • Develop FAQ's, Technical Tips, and 'How-To 'videos on Hardware and Software applications to achieve KCS maturity.
  • Support the development of internal documentation

Must Haves:
  • Degree level technical background achieved through appropriate educational study
  • 5 years experience in a technical support environment
  • Fluent in English and French
  • Understand customer's needs
  • Problem solving orientation
  • Focused on developing self & others
  • Analytical thinking and attention to details
  • Interpersonal skills
  • Oral & written communication at all levels

  • Strong continuous improvement mindset, strong leadership impact
  • Experience with and SharePoint
  • Demonstrated experience with Knowledge Management & Call Center Management
  • Good administration skills
  • Hybrid Work Policy (3 days in the office, 2 days work from home)

We offer:

  • A culture that fosters inclusion, diversity and innovation
  • Market specific training and ongoing personal development
  • Career growth opportunities
  • Experienced leaders to support your professional development
  • International work environment

If this is your dream role, then we'd love to hearfrom you.

We are an equal opportunity employer and value diversity at our company. We donot 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 reasonableaccommodation to participate in the job application or interview process, toperform crucial job functions, and to receive other benefits and privileges ofemployment. Please contact us to request accommodation.
Additional Information
  • Category: Customer Experience
  • Location: 3 George Constantinescu,, Upground building, 5th floor (entrance A) District 2, Bucharest, BUCURESTI 020339 ROU
  • Nonexempt
Customer Experience (GLOBAL)

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