Customer Support Specialist

ABB E-mobility; Montreal; On-site; CAD 55,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Support Specialist to enhance customer relationships and provide solutions for technical issues related to EV chargers. This role involves monitoring customer requests across multiple channels, ensuring a positive experience, and proactively addressing customer needs. Join a diverse and globally-reaching team that values innovation and sustainability in the fast-evolving world of E-Mobility. If you are a curious professional with a passion for customer service and technical support, this opportunity is perfect for you.

Qualifications

• 1+ year of experience in customer service, preferably supporting technical products.
• Excellent oral and written communication skills in English and French.

Responsibilities

• Monitor and resolve customer requests via phone, email, and chat.
• Ensure positive customer experience with regular updates.
• Initiate customer feedback loops to improve service quality.

Skills

Customer Service

Technical Support

Communication Skills

Problem Solving

Proactive Mindset

Education

Diploma of College Studies (D.E.C)

Job description

Join to apply for the Customer Support Specialist role at ABB E-mobility.

About ABB E-Mobility
ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world’s biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions – from grid to charge point and domestic installations to large fleet depots – means we are actively enabling the future of E-Mobility, not just predicting it.

Take your next career step at ABB E-Mobility with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.

We are looking for a Customer Support Specialist, who provides solutions to our customer requests and builds customer relationships. The customer’s requests you handle are mainly technical issues of our EV chargers in the field. When you handle these requests, your approach ensures an excellent customer experience and fast response times.

Target Salary Range $55,000-70,000 CAD

In This Role, Your Main Accountabilities Will Be

1. Monitoring and resolving customer requests/issues that come in via multiple channels (e.g., phone, email, chat) in a fast and competent way, providing assistance in any necessary escalation to other internal teams.
2. Ensuring a positive customer experience throughout the entire process by giving customers regular updates and clarification.
3. Proactively informing customers about request/issue status based on inputs and clarifying any questions to improve service quality.
4. Regularly initiating customer feedback loops (surveys) by following commonly agreed processes, understanding satisfaction levels, and identifying areas for continuous improvement.
5. Supporting regular maintenance of contact lists, routing tables, and information on internal/external pages. Proactively identifying potential improvement areas in processes, practices, and tools together with the team.

To succeed in this role, you need a curious professional with:

• Diploma of College Studies (D.E.C), with at least 1 year of experience in customer service within a fast-paced, team-oriented support environment, preferably supporting technical products or engineering services.
• A responsive and proactive behavioral mindset with the ability to take responsibility and ownership for customer issues.
• Ability to express empathy for customer needs, especially when handling challenging customers.
• Excellent oral and written communication skills in English and French. Fluency in French is required; English is necessary for communication outside Quebec.

What’s in it for you?

Work with top specialists in a diverse, globally-reaching environment. Be inspired by our rapid growth. Own your role in enabling sustainable and efficient mobility. Enjoy a competitive compensation package aligned with your experience. We value diversity, inclusion, and equal opportunities, celebrating different perspectives and empowering all in creating sustainable solutions worldwide.