General Description

The Knowledge Specialist owns content creation initiatives related to technical support and the customer experience, included but not limited to aligning with Product Owners on content strategy.


Core Responsibilities: (Include but not limited to)


Knowledge Management 75%

·         Content Management: own the How-To Video and Article Creation strategy for Technical Support. Ensuring the right content is created and published.

·         Partner with Technical Support Product Owners to support the direct correlation between the increase of content publication and the decrease of customers interactions into the contact centers.

·         Track and Own KCS Article Maturity, specific to but not limited to performing Article Link Rate evaluations, Case Quality Index (CQI) evaluations, and Article Quality Index (AQI) evaluations.

·         Partner with Technical Support Owners to support and manage Technical Support self-help portal: Add and update self-help content and downloads

·         Aligns with Technical Support Product Owners to address content gaps

·         Partner with Product Owners to create and establish Content RAIL and deliverables

·         Create and update content based on top call drivers regularly

·         Achieve strategic KPIs specific to metrics targets for How-To Videos and Articles published

·         Support the reduction of Basic Configuration calls and increase in Customer Self-Help Adoption

·         Ensure tools, equipment, and licensing necessary for content creation are maintained and functional


Technical Support 25%

·         Provide phone and web-based support to HBT Customers: On average 2 hours per day 

·         Meet or Exceed 95% survey and case evaluation scores 

·         95% Article Link Rate, Case Quality Index (CQI), and Article Quality Index (AQI)

·         Support and own KCS Article creation and methodology, articles to case link rate, and article quality


·         Associates degree (Bachelor’s degree preferred)

·         3+ years prior product support experience

·         Attention to detail and accuracy

·         Strong Project Management Skills

·         Strong knowledge of Honeywell products, policies, and procedures

·         Proficient in using office productivity applications (Microsoft Office)

·         Demonstrated effective written and verbal communication skills


Additional Information

  • JOB ID: HRD142284
  • Category: Customer Experience
  • Location: One-HON-UTC-2+4F ,UTC, 2F 4F, Sushant Lok Phase I,,Sector 43,Sushant Lok Phase I,,Gurgaon,HARYANA,122022,India
  • Nonexempt


Honeywell Technology Solutions Inc. (HTSI) offers world-class competencies in management, space systems and services, engineering, logistics, information technology and testing and calibration. We provide value, expertise, competitive pricing and the highest quality standards available. Our customers can expect proven leadership processes, technical excellence and cost management. We offer more than just connections…we offer solutions.