Customer Support Specialist

About the role

ABB's Customer Support Specialist provides support services to internal and external customers, creating and managing cases throughout the case life cycle. The role reports to the Support Services Manager and follows a hybrid work model.

Key responsibilities

• Create and process all field service cases according to Case Life Cycle procedures, by telephone and by email.
• Process and deliver cases to ABB customers in a timely manner.
• Manage urgent customer requests and anticipate processing difficulties in a changing workload.
• Initiate creative solutions that meet customer expectations while keeping processes compliant with ISO 9001:2015 requirements.
• Communicate with customers precisely and professionally by phone and email.
• Escalate support issues and requests to the right individuals or teams according to current guidelines.

Required profile

• High school diploma or GED.
• At least 2 years of customer service experience in a service organization, including call center experience.
• Work authorization to work for ABB in the United States.

What we offer

• Hybrid work arrangement.
• Medical plans (PPO or high-deductible with HSA), dental and vision coverage, and company-paid life and AD&D insurance.
• Short and long term disability coverage, supplemental benefits, and paid parental leave.
• 401(k) savings plan with company contributions and an Employee Stock Acquisition Plan.
• 11 paid holidays and vacation based on years of service.