Support Technician
Johnson Controls
San Jose, San Jose, Costa Rica
hace 8 horas

Whatyou will do

ProvideLevel 1 and Level 2 technical and business support via phone, email and chattechnology on Johnson Controls proprietary configuration software and orderingsystem applications.

As an Engineer / Technologist you will work with bothinternal JCI employee’s and external customers as our first point of contactfor both application and business related issues.

As anEngineer / Technologist you will leverage your knowledge base to help resolve theissue or escalate to the proper subject matter experts.

You will providesupport for both legacy and new software offerings.

Howyou will do it

Troubleshoot and resolveapplications and business issues.

Perform online (TeamViewer)customer technical support as needed.

Team with development engineeringand 3rd party suppliers to expedite field reported problems to resolution.

Aid in determining root cause andtest solutions to field and customer reported problems.

Document accurate case records ofcustomer issues, status progress and problem resolutions utilizing SalesforceCRM.

Work with cross functional teamsto help resolve escalated customer or systemic application issues.

Participate in and providetechnical support on new product Alpha & Beta test sites.

Required

2+ years of experience in a field / customer service support role, IT related support role or similar supportposition.

2+ years of experience withSalesforce CRM platforms (CRM, Cloudcraze, etc)

Proficient in Microsoft Officeapplications, such as Word, Excel, Visio and Power Point, etc.

Strong communication to presentand explain complex technical issues.

Excellent diagnostic andtroubleshooting skills, problem solving, and an ability to learn quickly.

Customer focused, exhibiting astrong desire to resolve issues to the customer’s satisfaction in a timelymanner.

Ability to prioritize and managemultiple tasks in a fast paced support environment while serving a diversegroup of internal and external customers.

Technical support experience inbuilding controls, IT or related industry.

Preferred

Bachelors or Associates degree inComputer Science, Engineering, Information Technology or related field

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