Job title
Technical Support Specialist I
Job role
Technical Support Specialist I
Reports to
Global Support Manager - OpenBlue
Our mission is to be customer centric in all that we do. We actively listen, seek understanding, and proactively communicate while ultimately driving the most appropriate and fastest resolution to meet our customers’ needs within our digital landscape.
The candidate will work with leading-edge technologies & IoT platform in Digital Solution – OpenBlue Global Customer Support team. Primary role is to provide world class technical support to Johnson Controls OpenBlue Enterprise Manager (It is a suite of apps to monitor and improve energy efficiency, asset performance, maintenance, and space performance for occupant comfort and satisfaction) This role will be interacting with end customers, branch teams and third-party partners to provide first-level technical support. The support will include providing resolution based on analysis of HVAC & BAS data generated by IoT platform. It will also involve extensive collaboration with development & DevOps team to seek faster resolution times.
Understand data flow from source BAS to IoT platform and analyze data related issues like bad, unreliable data Diagnosing and troubleshooting customer issues to ensure effective resolution of problems, maintaining customer satisfaction as a top priority. Documenting all support interactions in the ticketing system, ensuring that each case is logged accurately and completely for future reference. Collaborating with other technical teams to escalate complex issues and ensure seamless resolution for customers. Utilizing analytical skills to identify patterns in customer queries and contributing insights for process improvements. Participating in training sessions and workshops to enhance your technical knowledge and professional development. Assisting in the development and refinement of standard operating procedures (SOPs) and knowledge base articles to improve overall service delivery.
Qualifications
B.E / B. Tech
(Overall, 0-2 yrs.)
Basic understanding of IoT technologies, Python programming, PowerBI data visualization, Postman for API testing, Thermodynamics principles, and HVAC system operations. Strong analytical and troubleshooting skills with a customer-centric approach to service. Ability to work independently and collaboratively in a fast-paced environment. Positive attitude and eagerness to learn new technologies and processes.