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Customer Support Specialist

Company: ABB LTD
Location: Cleveland
Posted on: November 22, 2021

Job Description:

Customer Support Specialist 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. The Customer Support Specialist is the first point of contact for customers and business partners of the Energy Service, Process Automation Energy Industries (PAEN) in Cleveland, Ohio. Reporting to the Senior Manager Customer Experience LCS (Life Cycle Services), you will be responsible for providing remote technical support as well as site support when required.They will utilize problem solving, written and verbal communication skills to support customer issues.They will provide technical responsiveness to customer calls, rapid investigation and dedicated pursuit of solutions.The Technical Support Specialist will simultaneously be managing multiple customer issues with responsive follow up and confirmation of closure. A Technical Support Specialist will be expected, on occasion, to conduct service work within the USA.Travel is expected to be less than 10% of time. Your responsibilities * Utilize skills to respond, report, resolve and provide remote support for ABB software and hardware related problems * Be able to activity listen to customers describe their technical concerns and then walk them through the steps to fix the problem * Maintain up to date document on customer case information with the current status and resolution into a CRM (Customer Relationship Management, currently Salesforce.com) system * Perform after hours support on a rotational basis * Ability to adapt to dealing with several different multidimensional customers simultaneously * Collaborate with resources to resolve complex technical issues while promoting and maintaining good customer relations * Provides individual and/or group instruction and training to customers and/or staff on various products and product related issues * Participate in field/site activities as required and provide support for field testing and troubleshooting Your background * Associates Degree in chemical, engineering or technical degree AND Minimum 2 years experience with Computer Server/Client, Networking setup and domains, plus Virtual Machine use/ MS Windows Client and Server Operating Systems / Office365 * OR * Bachelors degree in chemical, engineering or technical degree from an accredited university AND Minimum 2 years experience with Computer Server/Client, Networking setup and domains, plus Virtual Machine use/ MS Windows Client and Server Operating Systems / Office365 * Troubleshooting skills and Root cause analysis methodology essential * Basic Industry knowledge of Power Generation & Transmission, Pulp & Paper, Metals & Mining, Oil & Gas and Utilities & Water * Familiarity with Business ERP (SAP preferred) and Service CRM (salesforce dot com preferred) * Good communication skills: written and verbal [English] * Candidates must already have a work authorization that would permit them to work for ABB in the US Benefits * Retirement plan * Life insurance * Disability insurance * Medical insurance * Wellbeing program More about us ABB Energy Industries is enabling safe, smart and sustainable projects and operations for businesses across the oil, gas, chemicals, life sciences, power generation and water sectors. Driving integrated solutions that automate, digitalize and electrify industry we connect our people and technology to help our customers adapt and succeed. With over 50 years domain expertise, we continue to innovate and reshape traditional approaches across the energy sector with our technologies designed to improve operational efficiency, reduce risk, reduce energy consumption and waste. We 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 ABB ABB 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.pdf http://www1.eeoc.gov/employers/poster.cfm. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf As 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 US-AskHR@abb.com. Resumes and applications will not be accepted in this manner.

Keywords: ABB LTD, Cleveland , Customer Support Specialist, Other , Cleveland, Ohio

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