E-mobility Customer Support Specialist 2nd line

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.

You will join the Team that provides world-class charging systems for electric cars, buses and trucks. Our goal is to lay a foundation for the future of smarter, reliable and emission-free mobility. We do this from Kraków, where our center of innovation is located. As a Customer Support Specialist (2nd line) you will be a member of E-mobility Technical Support Center. You will provide excellent customer support, by processing customer inquiries and resolving them in appropriate time and manner while ensuring compliance with internal guidelines and procedures and external regulatory requirements. You will provide internal and external customer support with technical queries and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.

This position reports to

Hiring Manager

Your responsibilities

• Support local ABB E-mobility organizations in countries among mainly EMEA (Europe, Middle East, Africa) and occasionally around the globe with solving their tickets
• Support customers in their ability to operate charging stations and networks
• Act as an expert. Be the knowledge base and maintain solutions for the local service teams
• Take ownership and handle cases escalated from the First Line Customer support
• Perform remote analysis and troubleshooting, to make sure the tickets are solved within the scope/timeline of the Service Level Agreements
• Communicate to explain the situation or the case solution
• Escalate cases to next expert level (Tier 3) support whenever necessary

Your background

• You have a bachelor’s or Master’s degree in a technical field (Electrical Engineering, Electromechanics or IT), with experience in maintaining and/or designing electrical installations
• You can work independently and proactively, eager to learn to continuously develop technical skill in this area. You are curious, solution-oriented and like to find sustainable solutions based on indirect evidence
• You can perform in constantly changing environment under high pressure and be successful in environment with limited information available
• You have good and effective communication skills towards internal parties. Able to share the knowledge with different target audiences in most efficient way (trainings, newsletters, webinars, etc.)
• You enjoy working in multidisciplinary and highly multicultural teams, you are fluent in written and spoken English. Knowledge of other foreign languages will be considered as an asset
• Willing to participate in a standby shift
• Affinity and knowledge of Linux-based installations and software is an advantage

More about us

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. Work model: hybrid #LI-hybrid Your benefits: • Enjoy a stable employment in a company with a long history in innovation and technology. • Collaborate with experienced experts in an international environment. • Seize individual development and training opportunities, from job specific to soft skills. • Private medical care (including offers for family members) and life insurance. • Receive attractive remuneration based on your experience and skills, and other financial benefits, such as annual bonus and internal share purchase program. • Choose from various benefits in kind, ranging from healthy lifestyle offerings, to knowledge sharing, to teambuilding activities. ABB Data Privacy Statement: https://new.abb.com/privacy-notice/candidate