First Line Support Engineer providing initial technical support for customers in a hybrid work environment. Role involves troubleshooting, guiding customers, and collaborating with second - line support.
EA
Hybrid Lead Technical Support Associate
Posted 1 hour ago
About the role
- Providing technical support for internal and external customers at Resideo. Responsible for issue identification, analysis, and resolution in a hybrid work environment.
Responsibilities
- Provide reliable technical assistance to internal and external customers
- Provide professional coverage of Technical Support Help desk
- Support focus on accuracy, timely feedback, and customer satisfaction
- Drive timely identification, investigation, resolution, root cause analysis and replication of technical issues
- Build internal relationships to expedite complicated cases
- Develop broad understanding of customer needs
- Support the knowledge-sharing mindset, methodology, and tools
- Help develop Technical Support processes
- 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
Requirements
- High School Diploma, or equivalent. Some experience in the field
- Bachelor degree in Management, Computer Science or a technology related discipline
- Experience in the industry is preferred
- Excellent 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
Benefits
- Resideo provides comprehensive benefits, including life and health insurance
- life assistance program
- accidental death and dismemberment insurance
- disability insurance
- 401k Plan
- vacation & holidays.
Job title
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