E-mobility Customer Support Specialist

il y a 2 jours

CergyPontoise, France ABB Temps plein

**E-Mobility Customer Support Specialist - 2nd line M/F/d**:
**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.**:
For this position, 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 Cergy-Pointoise, 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.

**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**:

- At least Bachelor degree in a technical field (Electrical Engineering, Electromechanics or IT), with experience in maintaining and/or designing electrical installations.
- Affinity and knowledge of Linux-based installations and software is an advantage.
- Fluent English and French. Knowledge of other foreign languages will be considered as an asset.
- Willing to participate in a standby shift.
- Ability to work independently and proactively, eager to learn to continuously, curious, solution-oriented and like to find sustainable solutions based on indirect evidence.
- Ability to perform in constantly changing environment under high pressure and be successful in environment with limited information available.
- Good and effective communication skills towards internal parties. Ability to share the knowledge with different target audiences in most efficient way (trainings, newsletters, webinars, etc.)
- Strong awareness of Health, Safety and Security rules: HSE is everyone's business.

**Benefits**:

- Flexible work practices
- Healthcare plan
- Accident insurance

**More about us**:

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