Johnson Controls · 6 hours ago
User Support Analyst (Remote)
United States
Full-time
Remote
Mid Level
3+ years expJohnson Controls is seeking a User Support Analyst to provide high-level technical information and assistance regarding various tools and business processes for North American branches. The role involves managing customer support requests, developing documentation, and ensuring smooth deployments of tools and procedures.
Industrial EngineeringPhysical SecuritySmart Building
Responsibilities
Exhibits daily conduct according to the ethical standards of Johnson Controls, and follows all established Team and Johnson Controls guidelines and policies
Manages incoming customer support requests, providing advanced level information, advice or support on a timely basis
Ensures that support requests contain detailed information, both in describing the customer's issues, as well as the solution that was provided
Ensures that support requests are appropriately categorized in order to accurately track and report support provided to North American local markets
Uses and assists in developing documentation, job aids, knowledge articles, etc to provide first call resolution whenever possible
Work with business leads to determine final resolution for customer support issues, providing clear direction to customers in order to allow them to move forward
Where necessary, works with business leads to obtain an alternate solution until permanent resolutions can be established
Provides assistance in testing tools or procedures in order to ensure that deployments to customers go as smoothly as possible
Provides input to Business Leads and Management for tool / process enhancements based on customer support trends
Attends / completes training assigned by Corporate Headquarters, Operations, and User Support in the established timeframe
Maintains work area and equipment in a safe, proper working condition and establishes maintenance procedures and schedules
Ensure that Team management and Business Leads are made aware of reoccurring incidents when there is a software / process failure so that a resolution can be found quickly or communication can be sent to our customers
Provide additional support when asked to ensure that critical business periods, such as month end, quarter end, year end and software deployments are staffed to handle volume
Work with other support analysts to cross train in areas of expertise in order to achieve a higher level of first call resolution, and better support staffing requirements
Provide training in areas of expertise on national calls when there is a need based on high levels of support requests
Performs other duties as assigned
Qualification
Required
Minimum of three years' experience in User Support/Customer Support role
Proficient typing skills
Ability to conduct a variety of tasks without losing focus
Customer oriented and task driven
Exhibits strong verbal and written communication skills
Excellent customer relationship skills
Strong analytical skills
Understanding of the integration of Johnson Controls Local Market software and business processes
Preferred
Bachelor degree preferred or equivalent experience
Company
Johnson Controls
Johnson Controls offers smart buildings that create safe, healthy, and sustainable environments.
10001+ employees
H1B Sponsorship
Johnson Controls has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (61)
2024 (57)
2023 (80)
2022 (95)
2021 (81)
2020 (93)
Funding
Current Stage
Public CompanyTotal Funding
$1.6BKey Investors
US Department of Energy
2024-12-05Post Ipo Debt· $250M
2024-12-04Post Ipo Debt· $525.61M
2024-05-20Post Ipo Equity· $90M
Leadership Team
Joakim Weidemanis
Chief Executive Officer
Marc Vandiepenbeeck
Executive Vice President and Chief Financial Officer
Recent News
vcnewsdaily.com
2026-01-14
2026-01-08
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