Customer Support Specialist, E-mobility
Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

ABB is leading the decarbonization of the world's transportation industry by pioneering technology that will enable a sustainable future of smart, reliable, and emissions-free mobility for societies, countries, and cultures globally. If you have a passion for improving our living environment, increasing the use of clean energy, and optimizing technological innovation in day-to-day life then we invite you to consider joining the global industry leader in Electric Vehicle (EV) Charging and Grid Edge technologies, ABB e-mobility. ABB is looking for a first tier-level contact center support specialist to be the initial point of contact for our customers and our internal and external business partners to provide inquiry support via telephone, e-mail, live on-line, chat-bot and other possible channels in a consistently professional, friendly, and responsive way. You'll enjoy working in an open and fast-paced collaborative team environment and will be focused on ensuring the appropriate contacts within ABB E-mobility are routed, and timely executed by the right internal department or team member for effective and rapid resolution.We invite you to join our team to be a face of ABB's Electric Vehicle (EV) Charging service business!
This position reports to

Service Manager, e-Mobility U.S.
Your responsibilities

• As first contact representative of E-mobility, you will be responsible for actively listening to each inquiry you handle to fully understand the customer's or business partners specific question or issue brought forth
• Ensure that you know exactly who is inquiring and asking for our support, (from what company, etc.), and ask questions to ensure you have a sufficient level of detail to route the case to the appropriate department
• Log all inquiries in our Ticketing system, and monitor status of inquiry resolution
• Support the ongoing update and maintenance of contact logs, contact center web pages content, customer reports, and escalation tracking per established processes; recommend process improvements continuously

Your background

• HS Diploma required with 1 or more years of experience in customer service role within a fast-paced, team-oriented customer support, call center or contact center environment, preferably supporting a technical product, or engineering services business
• From an Engineering/Technical environment is highly preferred
• Experience/knowledge of ABB products and systems preferred
• Must have excellent communication skills (spoken and written) in English, bi-lingual is a plus
• Ability to work in a collaborative team environment required
• Must be able to work during our standard E-mobility Contact Center Hours: M-F, 7:00 AM CDT to 7:00 PM CDT
• Proficiency in using daily Microsoft Office 365 applications, particularly Outlook, Teams, SharePoint, Word, and Excel required with competent organizational skills
• Responsive and proactive behavioral mindset required with ability to take on responsibility and ownership for customer issues
• Capability of expressing empathy for customer needs, particularly in handling more challenging customers at times required
• Demonstrated skills in effectively handling multiple phone lines and electronic messaging required
• Discipline to manage all activities and ability to multi-task
• Candidates must already have a work authorization that would permit them to work for ABB in the US - This position is not authorized for sponsorship

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Accident insurance
• Wellbeing program

More about us

ABB E-mobility is a world leader in EV charging technology with a strong R&D pipeline and an unparalleled global reach. With our robust product portfolio of innovative holistic solutions - from grid to charge point and domestic installations to large fleet depots - we are actively enabling the future of e-mobility, not just predicting it. The exciting developments within this sector perfectly align with our Mission to Zero initiative, aiming to support cleaner and greener communities for allWe look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com.Equal Employment Opportunity and Affirmative Action at ABBABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace.All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites:http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdfhttp://www1.eeoc.gov/employers/poster.cfm. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdfAs an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [email protected]. Resumes and applications will not be accepted in this manner. #LI-Hybrid