Technical Support Specialist-1

In this role, you will be responsible for providing remote technical support as well as site support when required. Utilize problem-solving, written, and verbal communication skills to support customer issues. Provide technical responsiveness to customer calls, rapid investigation, and dedicated pursuit of solutions. The Technical Support Specialist will simultaneously manage 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 the time.

The work model for the role is: Remote {#LI-Remote}

This role is contributing to the Automation division in the US.

You will be mainly accountable for:

• Utilize skills to respond, report, resolve and provide remote support for ABB software and hardware related problems

• Actively listen to customers describe their technical concerns and guide them through the steps to resolve the issue.

• Maintain up-to-date documentation on customer case information, including current status and resolution, in a CRM system (currently Salesforce.com).

• Collaborate with resources to resolve complex technical issues while promoting and maintaining good customer relations.

Our team dynamics
You will join a talented and high performing team, where you will be able to thrive.

• Bachelor's degree in chemical, computer, or electrical engineering, or technical degree from an accredited university. Alternatively, a special combination of education and experience and/or demonstrated accomplishments.

• 2+ years’ experience with Computer Server/Client, Networking setup and domains, plus Virtual Machine use

• 2+ years’ experience on MS Windows Client and Server Operating Systems

• 2+ years’ experience as proficient user of Office365, Outlook, SharePoint, Azure cloud and internet browsers

•  Experience with Infi90, Symphony, Symphony Plus, ABB 800xA, AC800M (Control Builder); with a high level of proficiency (Expert Level) within one of the aforementioned products.

• Good communication skills – written and verbal [English]

• 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)

More about us:

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age,  race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the 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 Individuals with Disabilities 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.

ABB Benefit Summary for eligible US employees

Go to myBenefitsABB.com and click on “Candidate/Guest” to learn more

Health, Life & Disability

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan. 

• Choice between two dental plan options: Core and Core Plus

• Vision benefit

• Company paid life insurance (2X base pay)

• Company paid AD&D (1X base pay)

• Voluntary life and AD&D – 100% employee paid up to maximums

• Short Term Disability – up to 26 weeks – Company paid

• Long Term Disability – 60% of pay – Company paid.  Ability to “buy-up” to 66 2/3% of pay.

• Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance

• Parental Leave – up to 6 weeks

• Employee Assistance Program

• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption

• Employee discount program

Retirement

• 401k Savings Plan with Company Contributions 

• Employee Stock Acquisition Plan (ESAP)

Time off

ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.

While base salary is determined by things such as the successful applicant’s qualifications and experience, this position is expected to pay between $83,300 and $133,280 annually.

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