Senior Technical Customer Service AgentTake 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.

Your role and responsibilities

Gathering detailed information to properly assess, research, and respond to product inquiries, often from strategic customer accounts, via telephone or in written internet-based email or chat sessionsApplying advanced interpersonal skills and technical product knowledge and expertise to respond to daily customer-centric activities efficiently and effectivelyTroubleshooting complex problems with software applications and leading cross-functional collaboration to deliver valuable resolutions. Creating internal process and external product documentation, as neededBeing responsible for setup, configuration and/or onboarding of customer purchased applications including managing initial access, mapping, training, and coordinating training for customer usersIdentifying appropriate resources and methods to test, troubleshooting and investigating system functionality including identifying and documenting technical issues to be escalated for resolution before customer go liveProviding consultative support directly to customers through all stages of onboarding and/or implementation via video, chat, email, phone and on-site.Conducting frequent, clear, and consistent communication to clients, vendor, and other stakeholdersApplying professional-level technical skill and judgment to provide non-routine technical support for IT operations. Monitoring, tracking and recording system performance and utilization metricsManaging incidents and communicates highly technical information to both technical and nontechnical personnel

Qualifications for the role

Bachelor’s degree IT, Computer or other relevant courseExperience in Installing, configuring, and troubleshooting server and non-desktop computer hardware, software, systems and other resources in a centralized computer network settingProfessional certifications (A+, Linux, MS, AWS), Mid-level OS administration is good to haveKnowledge of process, hardware and software solutionsGood communications and customer service mindsetAble to work on shifting schedules

More about us

ABB Marine & Ports supplies world-leading technologies that are driving the evolution of sustainable shipping. Electrical propulsion, data-driven decision support and integrated solutions for ship and shore from ABB are paving the way to a zero-emission marine industry, providing greater efficiency and reliability to shipowners, and preparing vessels to meet the demands of tomorrow. Our automation and electrical solutions are making port and terminal operations safer, greener and more productive. ABB Marine & Ports operates in 26 countries and has 2,000 employees. www.abb.com/marineWe look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com.Recruitment Agencies please be aware that this role is being managed by the internal ABB Talent team directly. We will reach out to our preferred agency partners should we require support. Your adherence to our process is appreciatedWork model: on site #LI-onsite