Technical Support Specialist

Job Title

Oversee day-to-day operations of the Level 1 support queue. Mentor and develop Tier 1 Support Engineers. Ensure SLA adherence and efficient case flow.

Responsibilities

Manage and prioritize the Level 1 case queue, ensuring timely assignment and resolution. Monitor SLA compliance and escalate cases nearing breach. Provide mentorship and coaching to Tier 1 engineers, including shadowing, feedback sessions, and skill development. Conduct regular queue reviews to ensure proper case distribution and reassignment as needed. Collaborating with Level 2/3 leads to ensure smooth handoff of complex cases. Maintain documentation and knowledge base updates based on recurring Tier 1 issues. Participate in onboarding and training new support engineers. Quality Assurance Scores – measures the average scores given to technical support agents based on evaluations of their interactions with customers. Report weekly queue health and performance metrics to the Technical Support Manager.

Qualifications

You Must Have:

A minimum of 2 years of experience in a technical support role is expected to provide a strong foundation in customer service and technical troubleshooting. Analytical Skills - The ability to evaluate and interpret data from customer interactions, performance metrics, and feedback, enabling the specialist to identify trends and areas for improvement within the support team. Communication Skills - Strong verbal and written communication skills are essential for conveying feedback clearly and effectively to technical support agents, as well as for preparing reports and documentation. Coaching and Mentoring Abilities - Proficiency in coaching and mentoring agents to enhance their performance, including the ability to provide constructive criticism in a supportive and motivating manner. Attention to Detail - A keen eye for detail is crucial for accurately assessing interactions, recognizing inconsistencies, and ensuring that quality standards are met in every customer engagement. Technical Proficiency - Familiarity with customer support software, Learning Management Systems (LMS), and communication tools is necessary for evaluating interactions and facilitating training programs effectively.

We Value:

High School Diploma/GED or BA in Information Technology, Computer Science, Business Administration, or a related area is often preferred.

Additional Details: This position may require availability after hours, on select holidays as well as on weekends to respond to escalated issues from customers or employees.

The hourly range for this position is $24.52 - $30.65. Please note that this compensation information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

In addition to a performance-driven salary, cutting-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.