Technical Support Specialist - Dutch Speaker

at  Resideo

The Technical Support Specialist (Dutch & 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).

• 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