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# Technical Support Specialist

- **Company:** Honeywell International Inc.
- **Location:** Framingham, MA, United States
- **Experience:** Experienced
- **Salary:** $51,002.0 - $63,752.0
- **Contract:** Permanent contract
- **Skills:** Learning Management Systems, Information Technology
- **Published:** October 21, 2026
- **Apply:** https://www.techcareers.com/job.asp?id=3462153197&tx=KR5151FFL&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* A minimum of 2 years of experience in a technical support role is expected to provide a strong foundation in customer service and technical troubleshooting.
 * Analytical Skills - The ability to evaluate and interpret data from customer interactions, performance metrics, and feedback, enabling the specialist to identify trends and areas for improvement within the support team.
 * Communication Skills - Strong verbal and written communication skills are essential for conveying feedback clearly and effectively to technical support agents, as well as for preparing reports and documentation.
 * Coaching and Mentoring Abilities - Proficiency in coaching and mentoring agents to enhance their performance, including the ability to provide constructive criticism in a supportive and motivating manner.
 * Attention to Detail - A keen eye for detail is crucial for accurately assessing interactions, recognizing inconsistencies, and ensuring that quality standards are met in every customer engagement.
 * Technical Proficiency - Familiarity with customer support software, Learning Management Systems (LMS), and communication tools is necessary for evaluating interactions and facilitating training programs effectively.

We Value:

 * High School Diploma/GED or BA in Information Technology, Computer Science, Business Administration, or a related area is often preferred.

## Description

* Oversee day-to-day operations of the Level 1 support queue.
 * Mentor and develop Tier 1 Support Engineers.
 * Ensure SLA adherence and efficient case flow.
 * Manage and prioritize the Level 1 case queue, ensuring timely assignment and resolution.
 * Monitor SLA compliance and escalate cases nearing breach.
 * Provide mentorship and coaching to Tier 1 engineers, including shadowing, feedback sessions, and skill development.
 * Conduct regular queue reviews to ensure proper case distribution and reassignment as needed.
 * Collaborating with Level 2/3 leads to ensure smooth handoff of complex cases.
 * Maintain documentation and knowledge base updates based on recurring Tier 1 issues.
 * Participate in onboarding and training new support engineers.
 * Quality Assurance Scores - measures the average scores given to technical support agents based on evaluations of their interactions with customers.
 * Report weekly queue health and performance metrics to the Technical Support Manager.