Sparta Customer Support Eng

Honeywell - Pune, Maharashtra
About the Company:
Sparta Systems, a Honeywell company, is a leading provider of TrackWise® enterprise QMS software and TrackWise Digital®, a next-generation, cloud and digital QMS SaaS platform. Sparta’s TrackWise Digital combined with Honeywell’s software solutions, batch automation, and data integration capabilities form an integrated life sciences manufacturing digital eco-system that enables greater efficiency and agility while helping achieve quality system compliance with reduced risk. The combination of Sparta Systems and Honeywell brings together Sparta Systems’ quality management leadership with over 100 years of software and industrial expertise from Honeywell. Together, Sparta and Honeywell will shape the future of digital quality and operational excellence for the life sciences industry. For more information, please visit https://www.spartasystems.com.

Summary:


Our Customer Support Engineers (CSE) help our customers by delivering remarkable customer support experiences across many channels – voice, email and the web. Our global web based enterprise software platform allows our clients to successfully manage various quality aspects of their daily business operations. This opportunity is both exciting and challenging! The right candidate will have the opportunity to use their current technical skills while giving them the chance to increase their skill set into areas you may not have expected. Our product suite provides the customer the ability to use mobile applications, cloud based products and on premise installations. We will invest in the right candidate by providing training on company products and solutions, using a variety of delivery methods including formal classroom training, shadowing, and self-study materials. The CSE is responsible for providing high visibility, high quality, 2nd and 3rd tier software support, troubleshooting and analysis for our product offerings. He/She/Them demonstrates good judgment in selecting methods and techniques for obtaining solutions.


Key Responsibilities:

l Interact with customers to help troubleshoot and resolve complex product problems or issues.

l Diagnose and resolve customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.

l Track and document inbound support requests and ensure proper notation of customer problems or issues.

l Document problems and solutions to train lower-level support on how to properly address customer or product problems.

l Maintains log of product issues and conveys customer feedback to product development staff.

l Communicate with product development department to improve on current design or to identify possible problems with design.

l Stay abreast of current technology in products, design changes, and new products offered.