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The Technical Support Specialist will be responsible for advising Dutch & English speaking central installers, wholesalers, and specifiers on heating technical solutions for residential and light commercial buildings measurement and control technology.

You will answer questions that come in via phone and email and assist with troubleshooting and problem solving. With your advice and product solutions, you will help our customers in the best possible way in their selection, installation, commissioning, and service process work.

JOB DUTIES:

• Cover the Technical Support Helpdesk (Phones, email, social media and web support) for the Resideo product portfolio.

• Provide pre-sales and post-sales technical assistance to customers: facilitate identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality and other areas related to system operation.

• Timely resolution is of great importance. Support cases should be escalated to Level 2 and/or appropriate resources in a timely manner if necessary.

• Case Management: record and track all activities in CRM (Service Cloud), create, track and monitor CRM records for all incoming support requests.

• Develop and maintain technical knowledge base content and use the knowledge base to quickly resolve customer issues.

• Build relationships with the customer base and gain knowledge of customer needs. If the query could not be answered within the initial contact, keeping the customer updated on the status of reported issues. Communicate with a strong focus on customer service and quality of solutions.

• Maintain and expand product knowledge through self-study and attending relevant training courses.

• Support any project during off-season.

YOU MUST HAVE:

• Excellent telephone skills, strong listening skills to really understand a customer's problem or question.

• Previous experience in a technical support position or installation experience with HVAC products

• Ability to present information clearly and concisely, both orally and in writing, and to communicate and build relationships with customers in a pleasant manner.

• Fluent Dutch and advanced English.

WE VALUE:

• Strong customer service skills, with the ability to quickly gain customers' trust.

• Strong problem-solving skills, ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers.

WHAT'S IN IT FOR YOU:

• Training & development opportunities

• Competitive salary + fixed 13th month

• 8% holiday pay

• 27 holidays + 13 ADV days

• Excellent pension plan

• FiscFree - benefits (bicycle plan/gift vouchers etc.)

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Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com .

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO%20is%20the%20Law%20poster.pdf?rv=fdc492d184344b3ea4aec0c96b321632) , "EEO is the Law" Supplement Poster (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO%20is%20the%20Law%20Supplement%20Poster.pdf?rv=ebe367cad846443e8fa5aa86062813b6) and the Pay Transparency Nondiscrimination Provision (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/Pay%20Transparency%20Nondiscrimination%20Provision.pdf?rv=11a9cf6533ba426296b137d906b0ce01) . Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Resideo%20%20-%20Recruitment%20Privacy%20Notice.pdf?rv=6d871e71bfa24982b181c92fda232b7a) . If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.