Technical Support Specialist III

Duties And Responsibilities.
Provide technical and application support via phone and email as per the queues and customer needs.
Understand the issue reported and ensure accurate resolution is provided to the customers,.
backed with complete documentation.
Develop skills on analytical thinking and holistic problem solving of technical issues to troubleshoot real-time cases, including the correct use of knowledge-based articles.
Contributes to SOPs, new procedures and updates as needed.
Works closely with Level 2 Engineers/team to communicate and recreate customer issues (in lab) and solve complex problems to provide customers with an all-in-one support and solution experience.
Adherence to specific day-to-day work instructions case management in Salesforce, reporting,.
meeting the SLAs and FCR (First Call Resolution) targets specified by the in-line Manager.
Understand the product How you will do itExperience required.
Technical experience(field) of 59 years in troubleshooting below.
Building management Systems (BMS)/Energy Management Systems(EMS) which includes Chillers, Chilled water systems, Air Handling Units (AHU), Roof Top Units(RTU), Variable Air Volume(VAV) and Fan Coil Units(FCU). Communication protocol like BACnet, MODBUS knowledge will be an added advantage.
Hot Water system and Boilers basics.
Understanding of wiring diagram is a must.
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.
manner, and share such information only with authorized personnel.
What we look for.
Qualifications.
Knowledge, Skills, And Abilities Required.
Good Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU etc..
Good understanding of electricals.
Able to read and interpret the wiring diagrams.
Good verbal and written communication skills (email writing skills).
Basic level of proficiency in Microsoft Office Excel and Outlook.
Strong customer service know-how.
Escalation Management.
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.
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