Customer Experience Specialist, German

Role Overview

• Provides support for one or more range of HBS products like EBI HBM, EBI HSM, EBI HLS, DVM, Comfort Point, TemaLine, XLS3000 or other Honeywell BA products. Handles internal and external customer related issues and concerns. Records all customer interactions into a CRM. Maintains acceptable call evaluation requirement, KPIs & VOC. Develops FAQs, Technical Tips and ‘How-To ’videos on Hardware also Software applications.
• Supports the development of internal documentation. Actively participates in departmental activities and initiatives including self help. Provides coverage for Technical Support Helpdesk phone & e-mail. Provides technical support level 1 for BA customers.
• Resolves customer issues and provides technical support and client counselling. Checks product problems. Registers problems reported in SalesForce.Com or FX (SFDC Case management/Field Centrix). Escalates problems to Range Specialist/Level 2 or Field technician.
• Ensures technical knowledge and expertise, on the relevant products within a portfolio, including legislative and regulatory approvals, is maintained to a high level. Utilizes the SFDC article knowledge base to resolve customer issues in a timely manner. Works closely with L2 agents and Range Specialists to develop product knowledge to achieve independent call handling. Handles licensing of customer software tools and panel features.
• Assists the Team Leader in generating call tracking reports to monitor work backlog by specialist and customer commitment dates. Assists the Team Leader in generating phone usage reports to monitor total calls, total phone time and types of call received. SFDC contact creation. SFDC jobsite creation.
• Becomes knowledgeable and conversant with current and new products to include current version numbers, release dates, and simple known product problems. Becomes proficient at utilizing the technical publications library in order to answer simple questions.

Requirements

• English and German – advanced level
• Previous experience in a technical support, minimum 1-year experience in Customer Support – would be a big plus but not mandatory
• Minimum college graduate: Bachelor’s degree preferred
• Technical skills, strong customer focus, ability to learn new Software and Hardware, analysis of technical issues
• Very good communication skills, detailed-oriented, good organizing skills, teamwork abilities, multitasking capability

Tech Stack

• SFDC

Benefits

• Competitive Salary regularly increased based on your performance;
• Market-leading Sales performance incentive rewarding your individual achievements;
• Enjoy 25 vacation days per year, plus extra days off for life's special events
• We provide meal vouchers;
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers);
• Medical Insurance Plan paid by the company;
• Christmas and Easter bonuses;
• Recognition & referral bonus programs;
• Comprehensive induction, ongoing training and development to set you up for success;
• In-house and external learning platforms (Udemy) to continue to expand your skills;
• Work experience opportunities to help you grow your career with us;
• Global employee networks to help you connect and grow;
• Employee Assistance Program
• Free and confidential service to help with any difficulties regarding work, life and personal or family matters;
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids;
• Access Integrity line
• Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment;
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses;
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment;
• 3 + 2 hybrid work arrangement to support your work-life balance;
• Flexible working hours;
• Fresh fruit days in the office.