Technical Support Specialist III

Johnson Controls is seeking a detail-oriented and customer-focused Technical Support Specialist III to join the support team. The role involves providing first-level technical assistance, troubleshooting customer issues, and ensuring high customer satisfaction.

• Provide technical and application support via phone and email in a professional and timely manner
• Understand reported issues and ensure accurate resolutions with complete documentation
• Troubleshoot real-time cases using knowledge-based articles and analytical thinking
• Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support
• Work closely with Level 2 Engineers to solve complex problems and provide end-to-end solutions
• Contribute to SOPs, new procedures, and updates
• Manage cases in Salesforce, report metrics, and meet SLA and FCR targets

• Degree in engineering, preferably B.E / B.Tech / M.Tech / BCA / MCA / B.Sc (IT/CS)
• 4-9 years of proven experience in technical troubleshooting
• Ability to work in US shifts (primarily 6:30 PM to 3:30 AM IST)
• Good verbal and written communication skills
• Basic level of proficiency in Microsoft Office Excel and Outlook
• Good interpersonal and problem-solving skills