Technical Support Specialist III

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

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