Senior Technical Customer Service Agent

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.

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 sessions Applying advanced interpersonal skills and technical product knowledge and expertise to respond to daily customer-centric activities efficiently and effectively Troubleshooting complex problems with software applications and leading cross-functional collaboration to deliver valuable resolutions. Creating internal process and external product documentation, as needed Being responsible for setup, configuration and/or onboarding of customer purchased applications including managing initial access, mapping, training, and coordinating training for customer users Identifying 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 live Providing 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 stakeholders Applying professional-level technical skill and judgment to provide non-routine technical support for IT operations. Monitoring, tracking and recording system performance and utilization metrics Managing incidents and communicates highly technical information to both technical and nontechnical personnel

Qualifications for the role

• Bachelor's degree IT, Computer or other relevant course
• Experience in Installing, configuring, and troubleshooting server and non-desktop computer hardware, software, systems and other resources in a centralized computer network setting
• Professional certifications (A+, Linux, MS, AWS), Mid-level OS administration is good to have
• Knowledge of process, hardware and software solutions
• Good communications and customer service mindset
• Able 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/marine We 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 appreciated Work model: on site #LI-onsite