The Customer Support Specialist (CSS) is primarily responsible for providing high-level technical support services to ABB customers on our Applications/Solutions including installing, troubleshooting, tuning and administering in the customer technical environment. The CSS will resolve software issues and questions reported to the Customer Support Team by clients or on-site ABB implementation staff on behalf of clients.The CSS will deliver professional and courteous customer support service and promote a productive and positive relationship with customers in typical day-to-day interactions. When necessary, escalate customer support issues of a technical or product-related nature to the Customer Support Manager. Also, participate in and contribute to team efforts, assist with management decisions and manage your individual contributions.
Senior professionals ( > 5 years of work experience)
Understand, troubleshoot, analyze, and resolve software issues reported to GCC by clients and/or ABB implementation staff
Apply and utilize knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions.
Assists with installation, setup, configuration, and troubleshooting of 3rd party software products.
Provide an outstanding customer experience at all times live & breathe client satisfaction maintaining regular and expedite communication with customers, and eventually conducting periodical status meetings.
Ensure that customer inquiries/concerns are resolved in a timely manner.
Knowledge of one or multiple of the following technologies would be advantageous
o UNIX, Linux, Windows Servers
o Ellipse Materials mandatory
o IMS Product Suite, and LinkOne desired
Read, analyze, and comprehend technical and functional documentation, including traces for Java and COBOL programs.
Understanding the development process flow, not pertaining to coding abilities
Database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures.
Tools/Utilities: Microsoft, Outlook, SalesForce, VersionOne
Requires a BA or BS or a combination of education and equivalent experience
Excellent knowledge of all customer support areas.
Excellent time management, decision-making, presentation, relationship, and organisational skills
Must thrive in a fast-paced, time-compressed and dynamic environment
Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and ABB.
Santiago, Regin Metropolitana, Chile
Contract type: Regular/Permanent Business unit: Business Unit Grid Automation
Date posted: 2018-01-10 Job function: Service and Maintenance Publication ID: CL63147435_E3
ABB (ABBN: SIX Swiss Ex) is a pioneering technology leader in electrification products, robotics and motion, industrial automation and power grids, serving customers in utilities, industry and transport & infrastructure globally. Continuing more than a 125-year history of innovation, ABB today is writing the future of industrial digitalization and driving the Energy and Fourth Industrial Revolutions. ABB operates in more than 100 countries with about 136,000 employees www.abb.com