Johnson Controls
Produces HVAC, fire, security and building automation systems to optimize and protect buildings globally.
Technical Support Specialist II
First-level technical support for HVAC and IT systems, handling issues via phone/email.
Job Highlights
About the Role
The Technical Support Specialist role is based in Pune and focuses on providing first‑level technical assistance to customers. The ideal candidate is detail‑oriented, customer‑focused, and passionate about problem‑solving. Responsibilities include troubleshooting issues, delivering accurate resolutions, and maintaining high customer satisfaction through clear communication. • Provide technical and application support via phone and email. • Develop analytical thinking to troubleshoot real‑time cases using knowledge‑base articles. • Guide customers through step‑by‑step solutions and escalate unresolved issues to Level 2 support. • Collaborate with Level 2 engineers to solve complex problems and deliver end‑to‑end support. • Contribute to SOPs, new procedures, and updates as needed. • Manage cases in Salesforce, generate reports, and meet SLA and FCR targets. • Work US time‑zone shifts (6:30 pm – 3:30 am IST).
Key Responsibilities
- ▸tech support
- ▸troubleshooting
- ▸escalation
- ▸salesforce
- ▸sop development
- ▸customer service
What You Bring
The position requires working in US time‑zone shifts, primarily from 6:30 pm to 3:30 am IST, and collaborating with Level 2 engineers to resolve complex problems. Candidates must manage cases in Salesforce, meet SLA and First Call Resolution targets, and contribute to SOPs and procedural updates. Strong interpersonal skills and the ability to work independently or within a team are essential. Qualifications include a degree in engineering (B.E., B.Tech., M.Tech., BCA, MCA, or B.Sc. in IT/CS) and 4–9 years of proven technical troubleshooting experience. Required skills encompass verbal and written communication, basic proficiency in Microsoft Office Excel and Outlook, and knowledge of HVAC equipment and electrical wiring diagrams. Familiarity with Salesforce CRM is considered an advantage. • Understand reported issues and document accurate resolutions. • Possess 4–9 years of technical troubleshooting experience. • Demonstrate strong verbal and written communication skills. • Maintain basic proficiency in Microsoft Office Excel and Outlook. • Apply knowledge of HVAC equipment (chillers, RTUs, FCUs, AHUs) and interpret wiring diagrams. • Utilize Salesforce CRM (preferred).
Requirements
- ▸hvac
- ▸salesforce
- ▸excel
- ▸engineering degree
- ▸technical troubleshooting
- ▸communication
Work Environment
Onsite