Technical Support Associate II

Job summary

The Technical Support Associate II will provide reliable technical assistance to customers by identifying, investigating, and resolving technical issues. They are responsible for documenting activities, sharing knowledge, and contributing to the development of support processes.

Job details

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. Be part of a team that is solving complex technical problems for the customer. Learn to apply highest standards of customer support. Build business acumen while learning to address customer's technical needs. JOB DUTIES: * Facilitate issue identification and analysis * Investigate and resolve technical issues * Track requests resolution * Build relationships with customers * Test products & software * Develop and share knowledge YOU MUST HAVE: * High School Diploma, or equivalent. Some experience in the field WE VALUE: * Bachelor degree in Management, Computer Science or a technology related discipline * Experience in the industry is preferred * Good interpersonal and verbal & written communication skills * Strong continuous improvement mindset, strong leadership impact * Experience with Salesforce.com and SharePoint * Demonstrated experience with Knowledge Management & Call Center Management * Good administration skills * Some experience with a variety of the businesses product programming languages Resideo is a global leader in smart home and building solutions, with trusted brands including Honeywell Home, First Alert, and Resideo helping people feel more comfortable, secure, connected, and in control every day. Our products and technologies are found in more than 150 million homes and businesses worldwide. From intelligent climate solutions to security, sensing, water, and connected home technologies, Resideo develops and manufactures products designed to simplify everyday life and help protect what matters most. Our global teams span engineering, manufacturing, software, product management, supply chain, customer experience, and more — all working together to shape the future of connected living through innovation, quality, and meaningful real-world impact. At Resideo, our teams help create products and experiences that make everyday life more comfortable, secure, and connected for millions around the world. Learn more at www.resideo.com [http://www.resideo.com/]. You can find out more about how the talent community works here: Resideo Talent Community Terms [https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Resideo-Talent_Community_Terms.pdf]. Our recruitment privacy notice Resideo -Recruitment Privacy Notice - Dec 16 2022 [https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Resideo%20%20-%20Recruitment%20Privacy%20Notice.pdf?rv=6d871e71bfa24982b181c92fda232b7a#xd_co_f=OWNkNTdhMTgtZTRhYS00MTY1LThiY2MtMjgwZDY5YzYwOTA5~] describes in more detail how we process your personal data and how you can exercise your personal data rights. If a disability prevents you from applying for a job through our website, request assistance here. [careers@resideo.com]

What you’ll do

The Technical Support Associate II will provide reliable technical assistance to customers by identifying, investigating, and resolving technical issues. They are responsible for documenting activities, sharing knowledge, and contributing to the development of support processes.

Requirements

Candidates must have at least a High School Diploma and some experience in the field. A Bachelor's degree in a technology-related discipline and experience with Salesforce or SharePoint are highly valued.

Listed skills

• Technical Support · Preferred
• Root Cause Analysis · Preferred
• SharePoint · Preferred
• Communication · Preferred
• Leadership · Preferred
• Continuous Improvement · Preferred
• Problem solving · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Issue Identification
• Root Cause Analysis
• Customer Satisfaction
• Knowledge Management
• Call Center Management
• Salesforce.com
• SharePoint
• Product Testing
• Software Testing
• Administration
• Communication
• Leadership
• Continuous Improvement
• Problem Solving
• Business Acumen

Job areas

• Customer Service & Support
• Technology
• Software
• Engineering
• Administrative

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