Client Support Associate - Knowledge and Content

at  Honeywell

DESIGN SOLUTIONS TO DRIVE SAFE LIVING AND QUALITY OF LIFE

As a Client Support Associate here at Honeywell, you will play a crucial role in providing exceptional support to our clients. You will be responsible for resolving customer inquiries, providing technical assistance, and ensuring customer satisfaction. Your strong communication and problem-solving skills will be essential in delivering a high level of service to our clients.
You will report directly to our Head of Support, Supra and you’ll work out of our Toronto, Ontario location.
In this role, you will resolve client issues, write customer-facing documentation, build cross-functional and client relationships, analyze trends, and provide product insights. Unlike traditional knowledge and content roles, this position begins by first becoming a platform expert through a graduated development program. Once an expert, your work will be transitioned to sharing your knowledge via our internal and external knowledgebases.

WE VALUE

• Degree in business or languages
• Experience working in a Software as a Service (SAAS) Technical Support
• Experience in an asynchronous support environment using a ticketing tool such as Zendesk
• Experience using common digital tools such as Slack, JIRA, Guru, and Office
• Knowledge of / or experience working in the Real Estate industry
• Project management and problem-solving skills
• Experience troubleshooting technical issues
• Able to work in high-pressure situations
• Solution seeking and ownership skills
• Hungry for knowledge and enjoy self-learning
• Determined to find your way around obstacles
• Excellent English verbal and written communicator
• Experience writing customer-facing documentation
• Experience writing internal-facing documentation
• Experience maintaining an external knowledgebase
• Experience maintaining an internal knowledgebase

• Simplify complex concepts into end user friendly language and be concise in exchanges with clients and internal parties
• Shape the client experience by engaging with and resolving client issues asynchronously to build product knowledge
• Ensure that internal and customer-facing knowledge bases are up to date; responsible to write / edit / enhance technical documents as the BrokerBay Platform is enhanced every two weeks
• Build strong cross-departmental relationships; be the voice of the customer in internal meetings
• Juggle competing responsibilities and deliver on projects with strong organization and timeliness
• Tackle unexpected technical and client issues professionally and promptly
• Track process gaps; present well-thought-through solutions to improve upon these
• Analyze data trends to assist in optimizing our support channels and strategies
• Provide insight on product and client experience development.