User Support Analyst

What you will do

This role is responsible for managing incoming support requests for in a fast-paced, changing environment. You will work closely with upper-level analysts and leadership to ensure that customer needs are fulfilled in order to remove roadblocks in conducting day-to-day business within the HVAC, Fire and Security domains. Must have excellent verbal and written communication skills with the ability to analyze and conduct the initial triage for incoming support requests.

How you will do it

• Answer incoming calls for support and gather initial information necessary to reach resolution of incoming cases.
• Manage incoming cases initiated through email to ensure that they are coded for the appropriate type of issue and either provide resolution or moved forward in a timely manner.
• Work to achieve timely contact, appropriate communication and follow-up with field personnel to resolve issues, taking direction from upper-level support and Business Leadership.
• Attend meetings related to business direction and training support in order to keep cadence with the strategic goals of Johnson Controls.
• Cross train other User Support Analysts in the management of incoming cases.
• Provide input for the development of new tools and processes to aid in the day-to-day operations of the User Support team.
• Review and reference supporting documentation for the timely resolution of incoming support requests.
• Follows established procedures and guidelines.
• Responsible for the promotion of and adherence to JCI's safety policies.

What we look for

• Must be well organized with the ability to work in a fast-paced environment.
• Excellent written and verbal communication skill.
• Proficient typist.
• Analytical and problem-solving capabilities with a strong desire to help others achieve their goals.
• Must be a willing team player and be able to effectively interact and communicate with a variety of customers from a wide range of backgrounds.