Job Title: Technical Support Specialist

Job Location: Pune

About Johnson Controls

At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission.

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.

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, meeting the SLA’s and FCR (First Call Resolution) targets specified by the in-line Manager.

Qualifications:

• A degree in engineering is a must, preferably B.E / B.Tech / M.Tech/BCA/MCA/Bsc (IT/Cs) 

Experience required: 

• Proven experience of 4- 9 years in technical troubleshooting.
• Ability to work in shifts: all time zone in US (primarily 6.30 pm to 3.30am IST)  Good verbal and written communication skills Basic level of proficiency in Microsoft Office Excel and Outlook  
• Good interpersonal and problem-solving skills  
• Ability to work independently and / or in a team environment   

How will you do it?

• Good interpersonal and problem-solving skills  
• Ability to work independently and / or in a team environment   

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
• Strong customer service know-how Salesforce CRM usage will be an added advantage