Technical Support Specialist-1
About The Position
This position reports to: Technical Support Manager. 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. This role is contributing to the Automation division in the US.
Requirements
- 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)
Responsibilities
- 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.
Benefits
- 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
- 401k Savings Plan with Company Contributions
- Employee Stock Acquisition Plan (ESAP)
- ABB provides 11 paid holidays.
- Salaried exempt positions are provided vacation under a permissive time away policy.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
