What are the responsibilities and job description for the Senior Technical Support Professional position at honeywell?
ABOUT THE ROLE
In this position, you will provide software support for internally developed Enterprise client-server and web-based applications connected to a SQL Server database and aids in deployment in the field. The individual will be expected to gain a thorough understanding of product architecture, technical components, and application functionality to support the external customer base.
This role will report to the Customer Support Team Lead and follow a hybrid schedule; 3 days on-site in Costa Mesa and 2 days remote after 90 days of onboarding and training onsite. This position requires availability after hours, on select holidays as well as on weekends, to respond to escalated issues with customers or employees.
KEY RESPONSIBILITIES:
- Resolves customer inquiries by responding to telephone calls and email requests for technical, application, and deployment support.
- Delivers timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
- Reviews, analyzes, and evaluates application functions and user needs in order to instruct and advise users in use of software, manuals, and other documentation.
- Designs and creates SQL scripts and utilities and uses knowledge based tools to solve complex technical issues.
- Works with case management tools providing case monitoring, status updates, documentation, notification, and customer communication.
- Manage customer situations where a customer is experiencing greater than normal difficulties. Coordinates internal and external resources, summarizes case history, schedules conference calls with relevant parties, and follows up as necessary.
- Interfaces with R&D resources bring escalated issues to resolution.
- Sets up lab environments to conduct testing and reproduce issues. Verifies issue resolution by creating & executing software test plans and documents results.
- Responsible for the installation of enterprise-level software in our customers’ MS SQL server environments.
- Provide customer training for MAS software, both locally and at the customers’ sites.
- Provide on-site consulting and support for customers who are “going live” on the MAS software
- Expected to provide on-call coverage during non-business hours and weekends on a rotating schedule. Due to the mission critical nature of problems that could result in the loss of life and property, this requires the ability to independently analyze, diagnose, and resolve critical problems in a very short time frame.
The annual base salary range for this position is $92,000 - $111,000. Please note that this salary 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.
Salary : $92,000 - $111,000
