The Consumer Support Agent is the primary customer facing contact for Consumers (B2C) for one of the largest Strategic Business Units of the HOME AND BUILDING TECHNOLOGIES group, Environmental & Energy Solutions (E&ES).
Primary responsibility is to help customers to solve technical issues (post sales) and to answer any questions about the features and capabilities of the products (pre-sales).
Main portfolio will include different Honeywell product ranges (but not be limited to heating control devices, different types of thermostats, security systems, Home Alarm Kits and their accessories, Quick Start Alarm Kits and their accessories, Doorbells).
JOB DUTIES :
Case Management : recording and tracking of all activities in CRM (Service Cloud)
Identification, investigation and resolution of support requests
Developing and maintaining technical Knowledge Base content
Timely communication to customers with focus on customer service and relationship building
Utilizing the SFDC article knowledge base to resolve customer issues in a timely manner.
Coverage of Technical Support Helpdesk (Phones, mail, email, live-chat, social media coverage and web support) for the Honeywell product portfolio
Provide pre- and post-sales technical assistance for customers : facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues.
Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to Tier 2 and / or appropriate resource.
Build relationships with customer base and become knowledgeable about the customer’s needs. If the question could not be answered within the initial contact, keep the customer updated on the status of reported problems.
Communication with strong focus on customer service and solution quality.
Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
Create, track and monitor CRM records for all incoming support requests. Keep CRM system updated with current information on the support case, related activities and resolution.
Maintain and extend product knowledge by self-study and by attending relevant training sessions
Any other tasks requested by the company
Support any project during low-season
Be supportive of the business needs and flexible
Provide support for new colleagues and can act like a buddy’
YOU MUST HAVE :
Fluent in French
Experience with Knowledge Management best practices
Experience with Call Center best practices
Experience in a multinational environment
Strong Customer Service skills ability to quickly gain customers trust and confidence.
Basic Knowledge of computers, electric & electronic concepts and devices
Strongly preferred but not required is a selection of the following competencies : Knowledge of central heating systems and controls An interest in technology Experience with networks and RF connectivity
Strong problem solving skills ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers.
WE VALUE :
Excellent telephone skills
Strong listening skills to really understand a customer problem or question
Ability to present information clearly and concisely, in verbal and written forms.
Ability to communicate and build relationships comfortably with customers
Excellent writing skills. Much of the work will be written (email, documentation etc.)
Growth and customer focus
Proactive and resourceful
Able to drive the activities necessary to bring tasks to conclusion
Must be able to multi-task, prioritize and work independently as well as in a Team environment
Champions Change, continuous improvement mindset
Fosters teamwork and diversity, knowledge sharing mindset
Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products.
Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year.
We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world.
Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.
At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer.
Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.