Web Support Specialist (Xico)

Join a team recognized for leadership, innovation and diversity

As a Web Support Specialist here at Honeywell, you will play a crucial role in providing technical support and assistance to our customers and internal teams for the Advanced Materials business.

You will be responsible for troubleshooting and resolving web-related issues in partnership with the IT team, ensuring the smooth operation of our websites, and delivering exceptional customer service. Your expertise and problem-solving skills will be instrumental in maintaining the functionality and usability of our web platforms. You will report directly to our Director of Digital Customer Experience, and you'll work out of our Mexico City location on a hybrid work schedule.

In this role, you will impact the organization by ensuring the seamless operation of our web platforms, resolving customer issues in a timely manner, and contributing to the overall customer experience.

Key Responsibilities

• Provide technical support and assistance to customers and internal teams regarding web-related issues for eCommerce and other digital tools such as Order Status and Partner Portal with close collaboration with IT team
• Troubleshoot and oversee resolution of website functionality and performance issues
• Collaborate with cross-functional teams to identify and address web-related problems
• Assist customers with webshop registration and login support requests
• Support the onboarding of new sales organizations to eCommerce, working with business teams, IT, PIM, Pricing, SAP, Master Data, and other teams to ensure alignment and execute successful go-live
• Train customers and internal stakeholders on the use of eCommerce and other digital tools
• Institute and run a process involving CSR, Sales, and business teams to minimize manual orders for customers who are enabled to transact via eCommerce
• Work closely with the IT team to generate requirements and implement website enhancements, including conducting system testing to ensure the successful launch of new functionality
• Maintain and update website content and ensure its accuracy and relevance
• Monitor website performance and implement necessary optimizations
• Assist in the development and implementation of web support processes and procedures
• Deliver exceptional customer service and ensure customer satisfaction
• Provide backup support to manage product and customer Master Data within SAP and the Product Information Management (PIM) database
• Verify accuracy of online product content
• Analyze sales data from various digital channels and generate insightful reports
• Carry out miscellaneous tasks as assigned by eBusiness Manager

YOU MUST HAVE

• Advanced English language skills
• Bachelor's degree in Computer Science, Information Technology, or a related field
• 2+ years of experience in web support or a similar role
• Strong knowledge of web technologies, SAP, Salesforce
• Advanced knowledge of Microsoft Office suite, with heavy emphasis on Excel
• Excellent problem-solving and troubleshooting skills with an ownership mindset and ability to work independently
• Exceptional customer service and communication skills

WE VALUE

• Experience with web analytics tools and SEO best practices
• Familiarity with web security principles and practices
• Knowledge of web design principles and user experience (UX) concepts
• Ability to work effectively in a fast-paced and dynamic environment