Sr Customer Support Specialist

JOB DESCRIPTION

Join Resideo's One IT team that offers IT support to Resideo end users across the globe. You will oversee and deliver effective technical customer support to a growing user base, while delivering solutions and managing multiple projects and issues simultaneously in a fast-paced environment and enable users to make informed decisions in a connected way. You will participate in prioritization, enhancements, break fix activities and stability analysis. You will guide support staff, be the point of escalation for complex issues, perform root cause analysis, track and enable resolution and permanent fixes of issues to ensure the highest levels of customer satisfaction and premier customer experience. Create a positive IT experience for all customer by leveraging your analysis skills to deep dive complex IT issues. Leverage your change management skills to Implement timely IT improvements to improve overall Customer Satisfaction. Achieve challenging department goals and ensure best in class IT Support.

JOB DUTIES:

• End to end IT support as a concierge service
• End user training and creating self-help training documents
• Set up PC/Mac computer systems, peripherals, and other endpoint devices
• Manage IT asset set up and decommissioning for employees
• Guide customers through installing applications and computer peripherals
• Identify, share, and implement process improvements
• Troubleshooting, test fixes, post-resolution follow-up, and root cause analysis
• Support onsite IT activities such as special events, audits, and inventory
• Support Conference room and multimedia equipment onsite
• Manage queues, log and track calls and tickets in ServiceNow
• Manage equipment stock
• Smart hands and escort IT vendors onsite
• Integration and project related to acquisitions and divestitures

YOU MUST HAVE:

• Bachelor's degree in a computer-related discipline or equivalent experience
• Experience with SharePoint, Teams, Zoom and Microsoft Office Suite

WE VALUE:

• Experience with SharePoint and Microsoft Suite
• Client service experience, Bachelor's degree is a plus
• Understand networking concepts; servers; LANs/WAN
• Experience in root cause analysis and technical diagnostics
• Difference makers
• Team players
• Excellent customer focus
• Conveys information with clarity, ensuring messages are understood across diverse, global teams
• Ability to use desktop computer hardware and software knowledge to assess, diagnose, and correct problems
• Programming knowledge is a plus
• Effectively demonstrates ability to deliver on complex situations or problems without guidance or supervision

WHAT'S IN IT FOR YOU:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits including:

• Life and health insurance
• Life assistance program
• Tuition Reimbursement
• Retirement plan (Immediate eligibility for 401K)
• Vacation & holidays. (Enjoy great work-life balance!)

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ABOUT US

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.Join Resideo's One IT team that offers IT support to Resideo end users across the globe. You will oversee and deliver effective technical customer support to a growing user base, while delivering solutions and managing multiple projects and issues simultaneously in a fast-paced environment and enable users to make informed decisions in a connected way.