Lead Customer Experience Specialist
- Honeywell
- 2 - 6 years
- Bengaluru
- 21 days ago
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Job Description
Support Team Members are responsible for providing round-the-clock support for multiple offerings (10+), by providing the first response along with user management issues, coordinating with different teams, and ensuring timely resolution of documented support issues. They will work in shifts(24X7) to ensure continuous support and resolution of issues within the agreed SLAs.
Key Responsibilities:
- Issue Resolution:
- Triage, provide first response and engage L2 team
- Handle user management and other documented support issues promptly.
- Escalate complex issues to the Lead or higher support levels as required.
- Document resolutions and update the knowledge base.
- Monitoring & Reporting:
- Monitor systems and services to proactively identify issues.
- Provide regular updates and status reports to the Lead.
- Timely outage communication based on the defined process.
- Coordination:
- Work closely with the team and other departments to ensure effective resolution of issues.
- Participate in handover meetings during shift changes.
- Identify areas for improvement in processes and workflows.
Required Skills & Experience:
- Bachelors degree in Computer Science, IT or related fields
- Minimum of 2 years in solving customer problems
- Proven experience in managing a 24x7 support team.
- Hands on Zendesk/Jira with familiarity in creation or dashboard
- Strong knowledge of user management and IT support issues.
- Excellent leadership, communication, and problem-solving skills.
- Ability to handle high-pressure situations and make quick decisions.
- Knowledge of cloud platforms and configuration management.
- Excellent written and verbal communication.
Good to Have Skills:
- Knowledge on the Cloud Services and database concepts.
- Hands on with Containers and Kubernetes provisioning/debugging.
- Basic Networking Concepts for troubleshooting.
- ITIL Certified
Job Classification
Industry: MiscellaneousFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: HoneywellLocation(s): Bengaluru
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Honeywell
Honeywell International Inc. is an American publicly traded, multinational conglomerate corporation headquartered in Charlotte, North Carolina. It primarily operates in four areas of business: aerospace, building automation, industrial automation, and energy and sustainability solutions.
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