Sr. Tech Support Specialist ( US Shift )

Technical Support Specialist

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team.
The ideal candidate will provide first-level technical assistance to customers, troubleshoot issues, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving.

What will you do?

• Duties and responsibilities:
• Provide technical and application support via phone and email in a professional and timely manner 
• Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation 
• Develop skills in analytical thinking and holistic problem solving of technical issues to troubleshoot realtime cases, including the correct use of knowledge-based articles.
• Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support, if necessary • Works closely with Level 2 Engineers/team to solve complex problems and provide customers with all-inone support and solution experience
• Contributes to SOPs, new procedures and updates as needed  • Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meetingthe SLA’s and FCR (First Call Resolution) targets specified by the in-line Manager What are we looking for? Qualifications:
• A degree in engineering is a must, preferably B.E / B.Tech / M.Tech Mechanical Engineering

Experience required:  
• Proven experience of 6- 7 years in technical troubleshooting 
 
How will you do it?

Knowledge, skills, and abilities required: 
• Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU etc, is preferred 
• Good understanding of electricals and ability to read and interpret the wiring diagrams 
• Good verbal and written communication skills 
• Basic level of proficiency in Microsoft Office Excel and Outlook   
• Strong customer service know-how 
• Good interpersonal and problem-solving skills   
• Ability to work independently and / or in a team environment  
• Ability to work in shifts: all time zone in US (primarily 6.30pm to 3.30am IST)  
• Salesforce CRM usage will be an added advantage 
  
 

 Information Security Responsibilities:
   
• Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets 
• Adhere to JCI product security standards and guidelines for secured software product development 
• 
 The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements 
• Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be
duplicated, except for backup and archival purposes 
• Any software that is acquired illegally or does not have a valid license shall not be deployed or used.
Copying of third party materials without an appropriate license is prohibited 
• The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way,
copyrighted material from the Internet on information systems provided by organization, other than
permitted by copyright law 
• Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and
availability of information assets 
• All employees, contractors and third parties shall be responsible to report all information security
incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information
only with authorized personnel