Technical Support Specialist - Remote

Job Details

What you will do:

Under general direction, ensures customer satisfaction through alignment of contract specifications to service levels provided. Acts as the primary subject matter expert, trainer, and coordinator in all JCI Remote Operations Center P3 Call Center related department needs. Proactively works with the customer to fully optimize matrices and processes, working with clients to enhance processes and create a world class customer experience. Communicate with Internal and external organizations via creating monthly reports to validate SLA's. Ensures ROC P3 agents are aware and trained on client site specific requirements. Perform call-based research related to issue follow up using proprietary call recording system and web-based CMMS platforms. Reports to the Manager, Remote Operations

How you will do it:

• Ensures customer satisfaction during P3 Call Center start up phases and throughout the life of the contract. Ensures alignment of contract specifications to service levels provided.
• Proactively works with the customer to fully optimize the Processes and procedures, utilizes technology, and recommends enhancements to the customer.
• Assists management with account level strategic planning. Provides management with quarterly reporting on number of, interactions or other measurable events.
• Trains and mentors ROC P3 Agents and staff on branch and client specific obligations.
• Responsible for developing, delivering, and managing the fulfillment of Account specific training requirements, coordinating general system training, and Web Based CMMS training for the entire ROC Operations staff.
• Assist with the on boarding of new ROC P3 staff.
• Documents events thoroughly utilizing appropriate software and system tools. Maintains customer site logs.
• Assists in the development and review of ROC P3 processes and procedures.
• Assists leadership with bid requests, including pricing, scope, and technical requirements.
• Ensures customer open issues are properly communicated to all team members.
• Project manager for P3 remote operations customers, including being the main liaison between the ROC and the on-site personnel.
• Completes monthly and on-demand customer reports and inquiries.
• Performs other duties as assigned.

What we look for:

Required:

• Education: 2-year technical degree or 4 years related experience required. Business experience must include a job history of increased responsibility, autonomy, and independent judgment.

• Strong customer focus
• Strong interpersonal skills
• Ability to perform multi-tasks
• Strong coaching and development skills
• Ability to exercise sound, independent judgment
• Effective communication skills, both oral and written
• Effective leadership skills - ability to lead by JCI Values
• Must possess excellent organizational and analytical skills
• Has successfully demonstrated the ability to motivate others
• Ability to interpret and analyze data to effectively implement strategic plans
• Has successfully demonstrated the ability to perform and provide results in a fast paced, team-oriented environment
• Must possess career ambition
• Creative/solution oriented.

Preferred:

• Associate Degree
• 1-2 years of Process creation / training experience in an inbound/outbound calling environment.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.