Belfast, Northern Ireland, United Kingdom
I’m an approachable, energetic, and customer-focused professional with a natural ability to build rapport and deliver outstanding service. With strong communication skills and a genuinely friendly, cooperative attitude, I consistently meet — and exceed — the expectations of even the most demanding customers. I thrive in fast-paced environments, where I can manage high volumes of inquiries with focus, efficiency, and professionalism. I'm also a fast learner, quick to master new products and services, and always ready to adapt to changing needs and technologies. Fluent in English, Italian (native), and French, I bring an international mindset and a passion for working with diverse teams and customers. I’m now looking for a new opportunity with a forward-thinking company that values dedication, versatility, and customer excellence.
As a Product Support Engineer within the Access Control & Video Solutions (ACVS) division, I provide high-quality technical support to global customers and partners, ensuring the reliability and performance of critical security systems. Key Responsibilities: Deliver remote support (phone, email, chat) for installation, configuration, and troubleshooting of Johnson Controls' ACVS products. Assist system integrators and field engineers with commissioning, firmware/software upgrades, and diagnostics. Support both Linux and Windows-based environments, with a focus on stability and cybersecurity compliance. Create and maintain technical documentation and contribute to the improvement of internal support processes and our customer-facing knowledge base. Collaborate cross-functionally with engineering, QA, and customer success teams to escalate and resolve complex issues. Technologies & Skills: Linux • Windows Server • Networking • Security Systems • Remote Troubleshooting • CRM Tools • Customer Success • B2B Technical Support • Firmware & Software Upgrades • Documentation
Responsible for composing responses, generating solutions and interacting with customers by using personal but professional dialogue and conversational styles. Working closely with the expert team to ensure a positive customer experience maximization of revenue. In charge of increasing & maintaining customer satisfaction, ensuring that the individual needs of the customer are met. Duties: • Interact with customers via an online community, e-mail, chat, phone. • Deal on users’ service and billing questions via inbound calls. • Owning and resolving technical issues for Microsoft and Apple customers using the tools and resources provided. • Answer, create, merge, split and moderate posts and threads in the Answers Platform to manage forum traffic. • Prioritise customer engagement to meet Service Level Agreement (SLA) based on the nature of the case. • Drive customer satisfaction and market share for Microsoft and Apple. • Learn about the product and become an expert on the product features and related accessories. • Escalating serious issues to expert team.
Responsible for monitoring, controlling and operating complex computer systems, networks, applications and distributed systems in a multi vendor environment. They are also responsible for analysing first level problems for all systems (according to the service agreements), resolving and routing as appropriate, supporting the Systems Management Processes specific to their customer requirements, performing I/O (tape and print) duties where appropriate and batch management when required. Duties: • Validating severity/priority classification of the problem. • Incident Ticket Management – routing tickets to appropriate support groups. • Escalation initiating and tracking . • Perform basic problem determination on system and components.
Ricerca ed indagini di mercato
Utilizzo dei programmi SAP (livello Base) e del linguaggio di programmazione SQL