Technical Support Specialist - Italian Speaker

Job Description

The Technical Support Specialist (Italian & English Speaker) is the primary customer facing contact for Consumers (B2C) of the Honeywell Home product range.

Your primary responsibility is to help customers to solve technical issues (post sales) and to answer any questions about the features and capabilities of the products (pre-sales). Your product portfolio will include heating control devices, different types of thermostats, security systems, Home Alarm Kits and their accessories, Quick Start Alarm Kits and their accessories, Doorbells).

JOB DUTIES:

• Case Management: recording and tracking of all activities in CRM (Service Cloud)
• Identification, investigation and resolution of support requests
• Developing and maintaining technical Knowledge Base content
• Timely communication to customers with focus on customer service and relationship building
• Utilizing the SFDC article knowledge base to resolve customer issues in a timely manner.
• Coverage of Technical Support Helpdesk (Phones, mail, email, live-chat, social media coverage and web support) for the Honeywell product portfolio
• Provide pre- and post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
• Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to Tier 2 and/or appropriate resource.
• Build relationships with customer base and become knowledgeable about the customer's needs. If the question could not be answered within the initial contact, keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality.
• Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
• Create, track and monitor CRM records for all incoming support requests.
• Keep CRM system updated with current information on the support case, related activities and resolution.
• Maintain and extend product knowledge by self-study and by attending relevant training sessions
• Any other tasks requested by the company
• Support any project during low-season

YOU MUST HAVE:

• Fluent in Italian & English (reading & writing)
• Previous call centre or helpdesk experience

WE VALUE:

• Excellent customer service
• Proactive approach to work
• Exemplary telephone manner

WHAT'S IN IT FOR YOU:

• Access to a strong support system who will help you flourish in your role
• The opportunity to work with a range of market leading technical products

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About Us

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

At Resideo, we bring together diverse individuals to build the future of homes. Resideo 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. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision. Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice. If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.