Technical Customer Service Agent

Your role and responsibilities

Join us as a Technical Customer Service Agent for the Automation Marine and Ports Division of ABB where you will be responsible for activities related to customer service and technical support needs. Activities include resolving customers questions specific to products and services, on-site product support, product implementation and providing supplemental value-added services.

The work model for the role is: Hybrid

• 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 courses.

• 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.

What's in it for you

The Marine & Ports Division serves the shipping and ports industries through its extensive portfolio of integrated systems and solutions that improve the flexibility, reliability and energy efficiency of vessels and container terminals. By coupling power, propulsion, automation, marine software and services that ensure maximum vessel uptime, the Division is well positioned to help the marine industry to achieve its decarbonization targets while improving the profitability and sustainability of our customers business throughout the entire lifecycle of vessels. With ABB Ability™ Marine software solutions and ABB Ability™ Collaborative Operations Centers around the world, shipowners and operators can run their fleets at lower fuel and maintenance costs, while improving crew, passenger and cargo safety as well as overall productivity of their operations. Further, the Division delivers automation, electrical systems and digital solutions for container and bulk cargo handling, from ship to gate.