Technical Customer Service Rep Ii

What you will do Provide Level 1 and Level 2 technical and business support via phone, email and chat technology on Johnson Controls proprietary configuration software and ordering system applications. As an Engineer/Technologist you will work with both internal JCI employee’s and external customers as our first point of contact for both application and business related issues. As an Engineer/Technologist you will leverage your knowledge base to help resolve the issue or escalate to the proper subject matter experts. You will provide support for both legacy and new software offerings.

How you will do it

· Troubleshoot and resolve applications and business issues.

· Perform online (TeamViewer) customer technical support as needed.

· Team with development engineering and 3rd party suppliers to expedite field reported problems to resolution.

· Aid in determining root cause and test solutions to field and customer reported problems.

· Document accurate case records of customer issues, status progress and problem resolutions utilizing Salesforce CRM.

· Work with cross functional teams to help resolve escalated customer or systemic application issues.

· Participate in and provide technical support on new product Alpha & Beta test sites.

What we look for

Required

· 2+ years of experience in a field / customer service support role, IT related support role or similar support position.

· 2+ years of experience with Salesforce CRM platforms (CRM, Cloudcraze, etc) –

· Proficient in Microsoft Office applications, such as Word, Excel, Visio and Power Point, etc.

· Strong communication to present and explain complex technical issues.

· Excellent diagnostic and troubleshooting skills, problem solving, and an ability to learn quickly.

· Customer focused, exhibiting a strong desire to resolve issues to the customer’s satisfaction in a timely manner.

· Ability to prioritize and manage multiple tasks in a fast paced support environment while serving a diverse group of internal and external customers.

· Technical support experience in building controls, IT or related industry.