Dispatch Specialist II with Dutch

at  Honeywell

We have an opportunity for a Dispatch Specialist II with Dutch to join us at Honeywell in Bucharest, RO. In this position you will be handle L1 internal and external customer related issues and concerns using published documentation and knowledge base. Works with L2 tech support or Field Technician to gather further detail, research issues, seek resolutions and deliver a solution to the customer. This is a hybrid role, 3 + 2 days model.

REQUIREMENTS:

• English and Dutch – advanced level
• Previous experience in a technical support, minimum 1-year experience in Customer Support – would be a big plus but not mandatory
• Minimum college graduate: Bachelor’s degree preferred
• Technical skills, strong customer focus, ability to learn new Software and Hardware, analysis of technical issues
• Very good communication skills, detailed-oriented, good organizing skills, teamwork abilities, multitasking capability

• Provides support for one or more range of HBS products like EBI HBM, EBI HSM, EBI HLS, DVM, Comfort Point, TemaLine, XLS3000 or other Honeywell BA products. Handles internal and external customer related issues and concerns. Records all customer interactions into a CRM. Maintains acceptable call evaluation requirement, KPIs & VOC. Develops FAQs, Technical Tips and ‘How-To ’videos on Hardware also Software applications.
• Supports the development of internal documentation. Actively participates in departmental activities and initiatives including self help. Provides coverage for Technical Support Helpdesk phone & e-mail. Provides technical support level 1 for BA customers.
• Resolves customer issues and provides technical support and client counselling. Checks product problems. Registers problems reported in SalesForce.Com or FX (SFDC Case management/Field Centrix). Escalates problems to Range Specialist/Level 2 or Field technician.
• Ensures technical knowledge and expertise, on the relevant products within a portfolio, including legislative and regulatory approvals, is maintained to a high level. Utilizes the SFDC article knowledge base to resolve customer issues in a timely manner. Works closely with L2 agents and Range Specialists to develop product knowledge to achieve independent call handling. Handles llicensing of customer software tools and panel features.
• Assists the Team Leader in generating call tracking reports to monitor work backlog by specialist and customer commitment dates. Assists the Team Leader in generating phone usage reports to monitor total calls, total phone time and types of call received. SFDC contact creation. SFDC jobsite creation.
• Becomes knowledgeable and conversant with current and new products to include current version numbers, release dates, and simple known product problems. Becomes proficient at utilizing the technical publications library in order to answer simple questions.